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Customer Service Sr Analyst

Company: Citi
Location: Jersey City
Posted on: April 17, 2019

Job Description:

- Primary Location: United States,New Jersey,Jersey City - Education: Bachelor's Degree - Job Function: Operations Customer Service - Schedule: Full-time - Shift: Day Job - Employee Status: Regular - Travel Time: Yes, 10 % of the Time - Job ID: ******** Description Key Responsibilities: - Primary day - to - day focal point of contact for clients on the North America Banks Team - Responsible to follow up on Out of Standard cases - Manage and own escalations through to resolution; including, root cause analysis, fix identification, and preventative measures - Cross train on specific products and procedures - Trend and analyze opportunities for client experience optimization, process efficiencies, and risk mitigation - Identify and implement process improvements to reduce operating deficiencies and improve productivity across products and client services - Engage partners to focus on issues and opportunities that differentiate Citi in the view of our clients as an excellent service provider - Act as a liaison with internal and external cross functional partners to deliver an excellent client experience - Proactively ensure all transactions are executed in a timely and accurate manner to provide superior service - Through proactive engagement understand the client's service needs and gaps while delivering global consistency - Assist with the review of PCM documentation - Create reports for internal and / or external distribution by understanding the needs of the clients - Participate in short and long - term projects as well as testing of new features / functions Development Value: - Relationship Management skills: Increased ability to strengthen client and partner relationships regionally, increased ability to navigate internally, vendor, or client organizations - Increased Interpersonal skills: Improved written and verbal communication skills - Professional skills: Assist in providing training to peers, develop ability to multitask high profile deliverables, influencing others, and ability to negotiate - Metrics / MIS skills: Utilization of STaRS and departmental reports, begin to develop trending / analytical skills - Increased depth of overall TTS Product knowledge Qualifications Qualifications: - 3 - 5 years of business and / or banking related experience - Bachelor's degree is a plus - Experience with Cash Management products preferred - Knowledge of the business and the upstream / downstream influences - Understanding of the products and processes that they support - Aptitude for utilizing reporting tools, applications, and STaRS experience is a plus - Proficient in using Microsoft Office applications Skills: - Excellent written and verbal communication skills to interact with internal partners and external clients - Strong client focus and sense of ownership - Detail oriented and good organizational skills - Proven experience and willingness to own an issue through resolution - Ability to innovatively identify solutions proactively for client issues - Effective in working cross functionally with regional clients and partners - Demonstrates ability to understand and address client's needs and establish long term credibility / relationship with clients

Keywords: Citi, Jersey City , Customer Service Sr Analyst, Hospitality & Tourism , Jersey City, New Jersey

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