Customer Service Intermediate Analyst

Citigroup; Toronto; On-site; CAD 113,000 - 158,000; Full time

Job summary

Citigroup in Toronto seeks a Customer Service Intermediate Analyst to provide clients with timely resolutions and ongoing support, coordinating with the Customer Service team. You will manage a portfolio of high-profile clients, acknowledge queries, investigate outcomes and communicate updates in line with policy.

The role requires 2-5 years of customer experience and bilingual fluency in Mandarin and English.

Qualifications

• 2–5 years of customer experience.
• Bilingual proficiency in Mandarin and English (spoken and written) is required.
• Experience in a business/financial environment preferred.
• Strong written and verbal communication to influence stakeholders.

Responsibilities

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally.
• 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 and provide regular resolution updates.

Skills

Customer service

Bilingual Mandarin-English

Project management

Analytical skills

Communication skills

Risk management

Education

Bachelor's degree/University degree or equivalent experience

Job description

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 Details

• 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
• This job opening is for an existing job vacancy.

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.

Equal Employment Opportunity

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.