Senior Client Success & Process Improvement 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

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.