Customer Service Analyst

Citi; Olsztyn; Hybrid; PLN 65,000 - 103,000; Full time

Benefits offered by this job

Defined Contribution Pension Plan (6%)

Private Medical Care - employees

Life Insurance - employees

Employee Assistance Program

Sport Card

Job summary

Citi is seeking a Customer Service professional in Poland to manage a high-profile client portfolio, conducting regular calls and face-to-face meetings. You will keep clients informed about issues, provide timely updates, and advocate for process improvements to enrich client experience.

Ideal candidates possess strong organizational and analytical skills, with experience in business/financial environments and fluent English. The role offers hybrid work and a competitive benefits package.

Qualifications

• Customer service experience required
• Fluent English in speaking and writing
• Experience in business/financial environments preferred
• Strong organizational and analytical abilities

Responsibilities

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, and resolved timely and professionally
• Develop and maintain client portfolio through regular calls and face-to-face interaction
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• Advise on and advocate process improvements and reengineering to enhance client experience
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Escalate customer feedback, processing delays and errors appropriately
• Provide coaching and support to team

Skills

Customer service

English fluency

Organizational skills

Investigative skills

Financial experience

Job description

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, and resolved timely and professionally
• Develop and maintain client portfolio through regular calls and face to face interaction
• 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
• Provide coaching, support to team

Responsibilities:

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, and resolved timely and professionally
• Develop and maintain client portfolio through regular calls and face to face interaction
• 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
• Provide coaching, support to team

Requirements:

• Customer service experience
• English (fluent in writing and speaking)
• Relevant experience (business/financial environment) preferred
• Organizational skills to prioritize multiple tasks
• Investigative and analytical skills

We offer:

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (currently up to 2 days working at home per week), but also (potentially, subject to final offer) receive a competitive base salary and enjoy a whole host of additional benefits which can include:

• Employer paid Defined Contribution Pension Plan contribution of 6% of employee’s pensionable earnings (PPE Program) Employer paid Private Medical Care Package for employees and Private Medical Care Packages for certain family members available at preferential rates
• Employer paid Life Insurance Program for employees and Life Insurance for certain family members available at preferential rates
• Employee Assistance Program financed by Employer Paid Parental Leave Program (maternity and paternity leave; statutory and 2 weeks additional paid paternity leave)
• Sport Card for employees subsidised via Social Benefits Fund and Sport Cards for certain family members available at preferential rates
• Additional benefits from Company’s Social Benefit Fund, in particular: Holidays Allowance, support for sport and cultural activities, team building events. Additional day off for volunteering
• Cafeteria/ flex benefit - a company benefits system which enables employees to select and purchase benefits offered by a provider and available for employees on the platform
• Opportunity to receive an annual discretionary incentive award Special offers and discounts for employees
• Copy and paste the URL below into a new tab on your web browser to view the Remuneration Regulations extract:
• https://tbcdn.talentbrew.com/company/287/cms/v3/docs/policies/RemunerationRegulations-KeyProvisions-CitibankEurope_plc_05012025_A.pdf

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

Primary Location Full Time Salary Range:

65 250,00 zł - 103 150,00 zł

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

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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