Citi Group AVP - Customer Service Sr Analyst C12 Hybrid 

United States, Florida, Tampa 

25314454

Responsibilities:

• Workflow coordination
• Metrics reporting & analysis
• Identify errors and put corrective actions in place to avoid future problems
• Act as first point of escalation for operational and/or customer issues
• Coordinate staff training needs, help develop cross training plans, staff coaching
• Perform customer or business manager visits
• Manage team's capacity, Insure all staff's hours worked are accurate and overtime is properly recorded and controlled
• Unit vacation planning and time off approval
• Staffing documentation
• Lead or participate in projects
• Interface with clients on escalated issues
• Act as liaison for key internal and external business contacts
• Subject matter expert
• Act as the "go to" person for the team for problem resolution
• Manage the team's process according to established controls and guidelines

Qualifications:

• 5 years of previous cash management and financial services experience preferred
• Detailed knowledge of Payments and Receivables products and operational knowledge
• Consistently demonstrate clear and concise written and verbal communication
• Experience in working with clients and managing difficult situations
• Proven customer service excellence and client centricity
• Experience in working in a well controlled risk environment
• Aptitude for utilizing reporting tools and applications
• Proven organizational skills
• Demonstrated ability to drive results in a fast-paced, goal-oriented environment

Education:

• Bachelor's degree/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.

this is a hybrid role in Tampa CSC, minimum expectation is 2 days a week in the office, may require additional days in the office depending on the needs of the business

Anticipated Posting Close Date:

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