Customer Service Associate Analyst

Customer Service Associate Analyst, London

Client:

00002 Citibank, N.A.

Location:

London, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

97245155b061

Job Views:

8

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

The Customer Service Associate Analyst is an entry-level position responsible for assisting in customer-related activities and providing resolutions 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:

• Provide informal guidance or on-the-job training to new team members as required
• Cross-train for various internal roles within the department, and provide backup coverage for those roles as needed
• Provide operational support across functions, including administering defined procedures, performing analysis, and preparing reports
• Provide first-level technical phone, email, and customer support for federal agencies and financial institutions
• Log, manage, and own cases through to a timely resolution; assist with root cause analysis and identifying fixes and preventative measures
• Ensure all cases are regularly updated and clients are informed of status
• Interact with internal teams and external financial partners
• Support end-to-end file transmissions through the Treasury Web Application Infrastructure
• Provide customer service and timely resolution to high-profile and sensitive clients
• Assess risks appropriately when making business decisions, demonstrating consideration for the firm's reputation and safeguarding Citigroup's assets, by ensuring compliance with laws and regulations, adhering to policies, and escalating issues transparently

Qualifications:

• 0-2 years of relevant experience in help desk and/or application support preferred
• Proven relationship-building and customer service skills
• Excel experience preferred
• Fraud/Merchant Dispute experience with VISA/Mastercard

Education:

• Bachelor's degree or equivalent experience

Prior work experience with Fraud Analytics is preferred.

Additional Information:

Salary range: $45,000 - $59,000. Citi offers competitive benefits including medical, dental, vision, 401(k), insurance, wellness programs, and paid time off. Benefits may vary by jurisdiction, job level, and hire date.

Application Details:

Anticipated posting close date: Jun 27, 2024

Equal Opportunity Statement:

Citi is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Reasonable accommodations are available for applicants with disabilities.