Customer Service Analyst

Citibank (Switzerland) AG; Olsztyn; Hybrid; Confidential; Full time

Benefits offered by this job

Pension Plan

Private Medical Care

Life Insurance

Employee Assistance

Sport Card

Social Benefit Fund

Holidays Allowance

Volunteer Day

Flexible benefits

Job summary

Citibank (Switzerland) AG is seeking a Customer Service professional to manage a portfolio of high-profile clients, handling inquiries and delivering timely resolutions. The role involves regular client calls and in-person interactions to strengthen relationships and ensure satisfaction.

The ideal candidate has strong English communications, experience in financial environments, and excellent organizational skills to multitask across client portfolios.

Qualifications

• Customer service experience required.
• Fluent written and spoken English.
• Relevant experience in business/financial environment preferred.
• Strong organizational skills to prioritize multiple tasks.
• Investigative and analytical abilities.

Responsibilities

• Manage a portfolio of high-profile clients and resolve queries promptly.
• Develop and maintain client portfolio through regular calls and face-to-face interaction.
• Inform clients about problems and provide regular resolution updates.
• Advise on process improvement and reengineering to enhance client experience.
• Maintain knowledge of new market and regulatory requirements affecting clients.
• Escalate customer feedback, processing delays and errors appropriately.
• Provide coaching and support to the team.

Skills

Customer service experience

English

Relevant experience

Organizational skills

Investigative and analytical

Job description

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

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. 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.