Customer Service Intermediate Analyst

PowerToFly; Toronto; On-site; CAD 79,000 - 111,000; Full time

Job summary

A leading multinational financial services firm is seeking a Customer Service Intermediate Analyst to manage client portfolios and provide resolutions in coordination with the Customer Service team. The successful candidate will have 2-5 years of customer service experience and fluency in English plus another language, such as Japanese or Mandarin. This full-time position promises competitive compensation and opportunities for personal and professional development.

Qualifications

• 2-5 years of customer service experience.
• Written and verbal fluency in English and one or more of Japanese, Mandarin, or Korean.
• Demonstrated project management and organizational skills.

Responsibilities

• Manage a portfolio of high-profile clients.
• Provide coaching and support to the team.
• Inform clients about problems and provide updates.
• Advocate for process improvements to enhance client experience.

Skills

Customer service experience

Language fluency in English and another language

Project management skills

Investigative and analytical skills

Communication skills

Education

Bachelor's degree or equivalent experience

Job description

Overview

The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• Provide coaching and support to team and serve as a point of contact for escalations
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Escalate customer feedback, processing delays and errors appropriately
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency

Qualifications

• 2-5 years of customer service experience
• Relevant experience (business/financial environment) preferred
• Language - Written and verbal fluency in English and one or more of Japanese, Mandarin or Korean
• Nice to have - French language
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

Education

• Bachelor's degree/University degree or equivalent experience

Job Details

Time Type: Full time

Primary Location Full Time Salary Range: $79,320.00 - $110,680.00

Other

This job opening is for an existing job vacancy.

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