Citi Group Customer Service Analyst - Spanish Hybrid 

United States, Indiana 

397081404

Citi's Treasury and Trade Solutions (TTS) team is a leading provider of cash management and trade solutions to financial institutions, corporate and public sector clients around the world. With a global network spanning 90+ countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management.

• TTS Corporate Client services manages 99% of Fortune 100, 93% of the Fortune Global 500 clients.
• Financial Institutions Client services manages 400+ of the top 500 Global Banks and Top 10 Insurance companies.
• Public Sector client services service the governments of ~ 120 countries with 700 Public Sector clients globally.

What you will do:

• Manage a portfolio of high profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards
• Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments across the globe, with escalation where required
• Drive client satisfaction for given portfolio – including regular proactive calls and visits where required.
• Provide client with MIS/scorecards to enable them understand their transactional and inquiry activity. Host review calls to discuss and analyze these and work with clients to improve their productivity improve their productivity & usage of self-service tools where applicable
• Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls
• Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue
• Escalate customer feedback, processing delays and errors appropriately
• Co-ordinate and control special transactions (mergers/acquisitions/tax payments etc) where applicable
• Keep updated on all new market and regulatory requirements affecting client portfolio/base
• Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment maintained at all times
• Ensure 100% logging and management of all Client interactions on Service Tracking and Report System (Auto-load), an automated query login system.
• Initiate Digitization projects to reduce queries through automation & selling self-service model. Eg; E-statements, E-swift, E-Advices, Payment Insights etc.
• Coordinate satisfaction surveys and take appropriate action based on feedback provided by Customer. Request clients to participate in the Voice of Client surveys.
• Answer client calls within the department standards

What we'll expect from you:

• Excellent communication skills : verbal and written (experience in business/financial environment)
• Fluency in English and Spanish is essential and 1 additional European language is advantageous.
• Client focused – (Meet and exceed expectations)
• Delivers quality results- Ability to influence stakeholders to achieve results
• Superior investigative and analytical skills with proven ability to understand and interpret statistics and metrics
• Build relationships easily
• Ability to plan and organize efficiently (prioritize)
• Excellent problem solving skills
• Proven record of process improvement
• Crisis Management skills
• Excellent time management & prioritisation skills
• Has the required influencing and persuasion skills to assist colleagues

Time Type:

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