Citi Group Customer Service Intermediate Analyst - German Hybrid 

United States, Indiana 

975262779

Key Responsibilities:

• 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
• At times, depending on client, act as their ‘Single Point of Contact’ for all their queries globally
• Lead and participate in cross departmental initiatives
• Be involved and understand Monetary Claim issues
• 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
• Partner with Client coverage partners and Product/ Line Operations to drive Digitization and continuous marked improvement in Voice of Client scores
• Drive standardization and productivity with a view to reducing MTP’s
• Perform analysis on trends and best practices while suggesting improvements based on analysis
• Ensure 100% logging and management of all Client interactions on Service Tracking and Report System (Auto-load), an automated query login system.

What we'll need from you:

• Experience in Customer Services and/or Finance
• Fluency in English and German is essential and 1 additional European is advantageous)
• Experience of successfully building a trusted network of people who have assist them i achieving their goals
• Experience working with a diverse range of cultures and being able to adapt to the localized methods of communication
• Proven track record of managing client relationships and delivering high quality customer service
• Knowledge of Citi systems & platforms advantageous
• Must have proficient use of all Microsoft Applications ( Word, Excel, Access, PowerPoint), with very strong computer/technical skills
• Experience in a fast paced team environment, with being a senior member or SME in this team being an advantage

Time Type:

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