8 days old

Commercial Card Customer Service Intermediate Associate Analyst

Citigroup
Sioux Falls, SD 57117
Customer Service Team Leads provide management assistance and support employees with day-to-day operations. They are responsible for identifying employee needs and opportunities; resolving questions or concerns and providing first-hand product information. Team Leads provide coaching and feedback to all levels. The ideal candidate for this role is a self-starter who can handle multiple tasks and responsibilities efficiently and is a team player who works effectively with others and has an in-depth understanding of current processes and client procedures.


**Job Description:**


+ Oversee daily workflow, ensure daily efficiency, service and control

+ Participate in leadership and workforce management chats daily

+ Provide superior service and timely resolution for complex issues

+ Handle complaints, escalated calls and issues from clients and take unpopular actions to drive business making decisions

+ Identify agents opportunities and have the ability to train and provide immediate feedback

+ Coach outliers on metrics. Document agents performance and coaching comments in OneNote. Monthly side-by-side listening and call monitors. Provide team stats

+ Assist in identifying process improvement opportunities to ensure quality service for our client

+ Identify and communicate any technical issues with our business partners to ensure minimal impact to the client

+ Acts as a backup for the Section Managers as requested

+ Communicates the benefits of change and leads by example; helps peers/subordinates/clients understand and adjust to change

+ Work STaRs forms and callbacks

+ Assist during Nesting


**Qualifications**


+ Must have good attendance

+ Performance must meet or exceed department goals

+ Ability to support the business needs during continuity of business events

+ Ability to work independently, multi-task and to make sound decisions

+ Candidate should be familiar with call center operations, workforce systems (i.e. Avaya CMS, EWFM, Aspect) and quality listening tools. (i.e. NICE/Nexidia)

+ Ability to enhance performance by providing coaching and feedback to all levels of employees

+ High level of organization and attention to detail

+ Outstanding customer service

+ Proficient in TSYS 1 and TSYS 2

+ Demonstrate interpersonal and listening skills for problem identification and resolution

+ Competent in handling customer complaints and call de-escalation

+ Ability to prioritize daily workflow

+ Positive and upbeat personality

+ Proficient in Microsoft Excel, Word and PowerPoint

+ Strong problem solving and analytical skills

+ Communicates (verbally and written) in a clear, mature, and professional manner


Full Time: Sunday to Thursday 9:30-6:00 pm (Fridays and Saturdays off)


Shifts include a weekend day (weekend premium for working a weekend day)


**Primary Location:** NAM-USA-SD-Sioux Falls


**Job Category:** Operations


**Schedule:** Full-time


**Shift:** Variable


**Employee Status:** Regular


**Travel:** No


**Grade/Level:** B11


**Relocation:** No


**Office Location / Address:** Sioux Falls, SD


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**Job Family Group:**


Customer Service

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**Job Family:**


Institutional Customer Service

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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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Commercial Card Customer Service Intermediate Associate Analyst

Citigroup
Sioux Falls, SD 57117

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