9 days old

Client Mgt IntmdAssocAnalyst

Citigroup
New Castle, DE 19720
The Client Mgt IntmdAssocAnalyst is a developing professional role which integrates in-depth specialty knowledge with a solid understanding of industry standards and practices; demonstrates good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.


**Responsibilities:**


+ Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end.

+ Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.

+ Manages the internal Client at Risk process & supports escalation resolution as necessary to facilitate timely resolution.

+ Resolves inquires and manages customer issues based on empowerment grid to higher prescribed limits.

+ Mentors and trains new Client Experience Specialists.

+ Uses excellent communication skills to exchange information in a concise manner, as well as be sensitive to audience diversity

+ 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 judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.


**Qualifications:**


+ 2-5 years relevant experience

+ Experience in client facing level 1 tech support or client service Excellent attention to detail and excellent problem solving skills Excellent interpersonal, verbal & written communication skills Ability to thrive in a high volume team environment Ability to educate clients on navigation and functionality in a virtual environment Experience working directly with clients Ability to analyze potential issues, document the relevant details and escalate to the appropriate tech/product Excellent organizational, time management, and prioritization skills


**Education:**


+ Bachelors/University degree or equivalent experience


This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


Digital Client Support - CitiDirect Helpdesk Analyst


+ Track all client and internal partner interactions timely and appropriately

+ Troubleshoot technical issues with the CitiDirect application, analyze user software against requirements and troubleshoot user Internet and connectivity issues

+ Diagnose user-based errors versus application issues through user and client setup analysis

+ Assist customers on all application navigation and functionality

+ Participate in customer calls to resolve issues and provide user support

+ Triage suspected defects and functionality that is not working for technology to investigate and prioritize for fixes

+ Create tickets for technology engagement as needed and manage tech team communication to drive issue resolution

+ Keep customers frequently informed of steps taken, next steps and time estimates for updates and resolution

+ Attend applicable Product training for new functionality and processes

+ Document all new knowledge gained about systems and products


.


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**Job Family Group:**


Customer Service

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**Job Family:**


Institutional Client Management

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**Time Type:**


Full time

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Citi is an equal opportunity and affirmative action employer.


Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. 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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .


View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .


View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .


View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)


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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Categories

Posted: 2022-05-13 Expires: 2022-06-12

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Client Mgt IntmdAssocAnalyst

Citigroup
New Castle, DE 19720

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