Citigroup - Tampa, FL
posted 4 months ago
The Customer Service Intermediate Associate Analyst is an entry-level position that plays a crucial role in assisting with customer-related activities and providing resolutions in collaboration with the Customer Service team. The primary objective of this role is to effectively address external customer issues while delivering ongoing customer service support. This position is designed for individuals who are eager to develop their skills in customer service and financial services, and it offers a pathway to grow within the organization. In this role, the analyst will provide operational support across various functions, which includes administering defined procedures, performing analysis, and preparing reports. The analyst will manage a portfolio of clients, ensuring that the service provided meets or exceeds client expectations. They will serve as the primary point of contact for day-to-day complex client inquiries regarding banking products, ensuring that all client needs are addressed promptly and effectively. The analyst will be responsible for managing and owning cases through to a timely resolution, assisting with root cause analysis, and identifying fixes and preventative measures. They will liaise with both internal and external cross-functional partners to ensure that the needs of Citi clients are met or exceeded. Additionally, the analyst will create reports for internal and/or external distribution and conduct research to support various initiatives and ongoing reporting needs. Furthermore, the analyst will provide assistance and mentoring to junior analysts, perform regulatory, audit, and control assessments, and conduct feasibility analyses for process changes as needed. It is essential for the analyst to appropriately assess risk when making business decisions, demonstrating a strong consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets. This includes driving compliance with applicable laws, rules, and regulations, adhering to policy, and applying sound ethical judgment regarding personal behavior, conduct, and business practices. The analyst will also be responsible for escalating, managing, and reporting control issues with transparency.