Customer Service Analyst

1. Purpose Support of Electronic Banking Services and Citi channels.
   
   
2. Major Objectives The role will assume support of EBS activities and functions (Telephonic, Technical, Training)

• Impact on Citi Provision of a global standard of enhanced client experience with Citi. Provision of immediate local and regional EB Hub support. Escalation conduit between in country support and Citi advanced support teams. Enabling quicker Mandate to money for TTS deal Implementations, better training, technical and integration support for Africa Division customers.
  
  The Customer Service Analyst 1 is responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

• Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues


• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards


• Conduct necessary analyses to address client needs


• Communicate resolutions to clients


• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• Previous relevant experience preferred


• Experience in customer service


• Proven investigative, analytical and risk management skills


• Demonstrated ability to present concepts and influence/lead change


• Consistently demonstrate clear and concise written and verbal communication


• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results

Education:

• Bachelor's degree/University degree or equivalent experience

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - ZA

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Time Type :Full time

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Citi is an equal opportunity and affirmative action employer.


Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.



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