Customer Service Intermediate Analyst

Citi; San Antonio (TX); On-site; USD 59,000 - 78,000; Full time

Job summary

Citi in San Antonio, TX is seeking a full-time Institutional Customer Service professional to manage a portfolio of high-profile clients, handle inquiries, and drive client satisfaction. You will coordinate with internal teams, provide updates on issues, and advocate process improvements to enhance the client experience.

The role requires 2-5 years of customer experience, a Bachelor's degree, and strong communication and analytical skills.

Qualifications

• 2-5 years of customer experience.
• Relevant experience in business/financial environment preferred.
• Demonstrated project management and organizational skills.
• Clear written and verbal communication.
• 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 and in line with departmental standards.
• Provide coaching and support to team and serve 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 and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgement regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Skills

Customer service

Project management

Communication skills

Analytical skills

Risk management

Stakeholder influence

Investigative skills

Education

Bachelor's degree

Job description

Responsibilities:

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards


• Provide coaching and support to team and serve a point of contact for esclations


• 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 and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives


• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm\'s reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgement regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-5 years of customer experience


• Relevant experience (business/financial environment) preferred


• Demonstrated project management and organizational skills to prioritize multiple tasks


• Proven self-reliance and accountability and ability to manage risk


• Consistently demonstrate 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

Education:

• Bachelor\'s degree/University degree or equivalent experience

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

Primary Location:

San Antonio Texas United States

Primary Location Full Time Salary Range:

$58,656.00 - $78,180.00

In addition to salary, Citi\’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

Anticipated Posting Close Date:

Oct 12, 2026

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate\'s skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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.