Bilingual Client Success Analyst (EN/FR)

Citigroup Inc.; Toronto; On-site; CAD 110,000 - 154,000; Full time

Job summary

Citigroup Inc. is seeking a Customer Service Intermediate Analyst to deliver client resolutions and proactive support in coordination with the Customer Service team.

In this role you will manage a portfolio of high-profile clients, acknowledge queries and resolve them timely in line with departmental standards. The ideal candidate is bilingual in English and French, with 2–5 years of customer experience, strong communication and analytical skills, and the ability to handle escalations.

Qualifications

• 2–5 years of customer experience.
• Bilingual in English and French required (spoken and written).
• Experience in business/financial environments preferred.
• Strong project management and organizational skills.
• Self-reliant with risk management ability.
• Clear and concise written and verbal communication; able to influence stakeholders.
• Investigative and analytical capabilities.
• Delivers high-quality customer service and builds client relationships.

Responsibilities

• Manage a portfolio of high-profile clients with timely, professional resolutions.
• Provide coaching and act as the point of contact for escalations.
• Develop and maintain client portfolios through regular calls and meetings.
• Inform clients about issues and provide regular updates.
• Advise on process improvements to enhance client experience.
• Escalate feedback and processing delays appropriately.
• Conduct analyses to resolve problems and liaise with internal teams.
• Support reviews, audits, capacity planning, and reporting.
• Contribute to inquiry-volume reduction and cross-department initiatives.

Skills

Customer experience

Bilingual EN/FR

Project management

Analytical skills

Communication

Risk management

Stakeholder influence

Attention to detail

Education

Bachelor’s degree

Job description

Citigroup Inc. is seeking a Customer Service Intermediate Analyst to deliver client resolutions and proactive support in coordination with the Customer Service team.

In this role you will manage a portfolio of high-profile clients, acknowledge queries and resolve them timely in line with departmental standards. The ideal candidate is bilingual in English and French, with 2–5 years of customer experience, strong communication and analytical skills, and the ability to handle escalations.