Expoint - all jobs in one place

Finding the best job has never been easier

Limitless High-tech career opportunities - Expoint

Citi Group Customer Service Analyst - Spanish Hybrid 
United States, Indiana 
397081404

10.09.2024

By Joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

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:

Full time

View the " " poster. View the .

View the .

View the