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The Customer Service Associate Analyst is an entry-level position 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:

• Provide informal guidance or on the job training to new team members as required

• Cross-train for various internal roles within the department, and provide back-up coverage for those roles as needed

• Provide operational support across function, including administering defined procedures, performing analysis and preparing reports

• Provide first-level technical phone, email, and customer support for federal agencies and financial institutions

• Log, manage, and own cases through to a timely resolution and assist with root cause analysis and identifying fixes and preventative measures

• Ensure all cases are updated on a regular basis and clients are advised of status

• Interact with internal teams and external financial teams and partners

• Support end-to-end file transmissions through the Treasury Web Application Infrastructure

• Provide customer service and timely resolution to high profile & sensitive 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:

• 0-2 years of relevant experience in help desk and/or application support preferred

• Proven relationship building and customer service skills

• Excel experience preferred

• Fraud/Merchant Dispute experience with VISA/Mastercard

Education:

• Bachelor's degree/University degree or equivalent experience

Prior work experience with Fraud Analytics preferred.

Fraud/Merchant Dispute experience with VISA/Mastercard

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

Primary Location:

5800 SOUTH CORPORATE PLACE

Primary Location Full Time Salary Range:

$45,670.00 - $59,880.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Anticipated Posting Close Date:

Jun 27, 2024

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Citi is an equal opportunity and affirmative action employer.

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