Client Experience & Resolution Analyst

Citi; New York (NY); On-site; USD 5,800 - 7,900; Full time

Job summary

Citi is seeking a Customer Service Intermediate Analyst to provide client resolutions and support in coordination with the Customer Service team. This on-site role focuses on addressing external customer issues, maintaining client relationships and ensuring timely, professional service.

The candidate will manage high-profile portfolios, coach teams, and communicate regulatory and market changes while driving process improvements and risk awareness across the unit.

Qualifications

• 2-5 years of customer experience.
• Bachelor's degree/University degree or equivalent experience.
• Demonstrated project management and organizational skills to prioritize multiple tasks.
• Proven self-reliance and accountability and ability to manage risk.
• 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.

Responsibilities

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally.
• 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 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 inquiry-volume reduction, client experience initiatives and cross-departmental initiatives.
• Appropriately assess risk when business decisions are made, demonstrating consideration for Citi's reputation and safeguarding clients and assets.

Skills

Customer experience

Project management

Communication skills

Analytical skills

Organizational skills

Risk management

Stakeholder influence

Client relationships

Education

Bachelor's degree

Job description

Citi is seeking a Customer Service Intermediate Analyst to provide client resolutions and support in coordination with the Customer Service team. This on-site role focuses on addressing external customer issues, maintaining client relationships and ensuring timely, professional service.

The candidate will manage high-profile portfolios, coach teams, and communicate regulatory and market changes while driving process improvements and risk awareness across the unit.