Customer Service Intermediate Analyst

Citi; Toronto; Sur place; CAD 79 000 - 111 000; Plein temps

Résumé du poste

Citi in Toronto is seeking a Customer Service Intermediate Analyst to resolve client issues and provide ongoing support within the Customer Service team. The role focuses on addressing external client concerns with professionalism and timely resolutions.

Responsibilities include managing a portfolio of high-profile clients, coaching teams, and acting as the main contact for escalations while driving process improvements to enhance the client experience.

Qualifications

• 2-5 years of customer experience.
• Bilingual proficiency in Mandarin and English (spoken and written).
• Relevant experience in business/financial environments.
• Demonstrated project management and organizational skills.
• Ability to self-document and manage risk with accountability.
• Clear written and verbal communication with stakeholders.
• Investigative and analytical skills.
• Deliver high-quality customer service and build client relationships.

Responsabilités

• Manage a portfolio of high-profile clients with timely, professional query resolution.
• Provide coaching and act as the escalation contact for the team.
• Develop and maintain client relationships through regular calls and meetings.
• Inform clients about problems and provide regular resolution updates.
• Advise on process improvement to enhance client experience.
• Stay informed on market and regulatory requirements affecting clients.
• Escalate feedback, processing delays and errors appropriately.
• Conduct analyses to resolve problems and liaise with internal teams.
• Complete reviews, audit prep, capacity planning, reporting and controls.
• Participate in inquiry-volume reduction and cross-department initiatives.
• Assess risk in business decisions and ensure compliance with laws and Citi policies.

Connaissances

Bilingual Mandarin/English

Customer experience

Project management

Analytical skills

Communication skills

Formation

Bachelor's degree/University degree or equivalent experience

Description du poste

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 a point of contact for esclations
• 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 experience
• Bilingual proficiency in Mandarin and English (spoken and written) is required.
• Relevant experience (business/financial environment) preferred
• 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

Bilingual proficiency in Mandarin and English (spoken and written) is required.

Job Family Group

Customer Service

Job Family

Institutional Customer Service

Time Type

Full time

Primary Location Full Time Salary Range

$79,320.00 - $110,680.00

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi. Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

This job opening is for an existing job vacancy.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.