Customer Service Intermediate Analyst

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

Job summary

Citigroup Inc. is seeking a Customer Service Intermediate Analyst to resolve client issues and provide ongoing service in coordination with the Customer Service team.

The role emphasizes handling inquiries from high-profile clients, maintaining relationships and delivering timely resolutions in line with departmental standards. The position requires 2-5 years of customer experience and bilingual proficiency in Mandarin and English, with a focus on risk-aware, high-quality client service within a

Qualifications

• 2-5 years of customer experience.
• Bilingual proficiency in Mandarin and English (spoken and written) is required.
• Experience in business/financial environment preferred.
• Strong written and verbal communication with stakeholders.
• Proven investigative and analytical skills.
• Ability to manage risk and maintain client relationships.

Responsibilities

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely.
• 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 analyses to resolve problems, liaising with internal teams on escalation as necessary.
• Complete reviews, audit preparation, capacity planning, reporting, and maintain control environment.
• Participate in inquiry-volume reduction and cross-departmental initiatives.

Skills

Mandarin & English bilingual

Excellent communication

Project management

Analytical skills

Risk awareness

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 Family Group:

Customer Service

Job Family:

Institutional Customer Service

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.

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