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The Customer Service Senior Analyst is an intermediate-level position responsible for providing clients with resolutions and support by leading a Customer Service team within the CitiService organization.

Responsibilities:

• Workflow coordination

• Metrics reporting & analysis

• Identify errors and put corrective actions in place to avoid future problems

• Act as first point of escalation for operational and/or customer issues

• Coordinate staff training needs, help develop cross training plans, staff coaching

• Perform customer or business manager visits

• Manage team's capacity, Insure all staff's hours worked are accurate and overtime is properly recorded and controlled

• Unit vacation planning and time off approval

• Staffing documentation

• Lead or participate in projects

• Interface with clients on escalated issues

• Act as liaison for key internal and external business contacts

• Subject matter expert

• Act as the "go to" person for the team for problem resolution

• Manage the team's process according to established controls and guidelines

Qualifications:

• 5 years of previous cash management and financial services experience preferred

• Detailed knowledge of Payments and Receivables products and operational knowledge

• Consistently demonstrate clear and concise written and verbal communication

• Experience in working with clients and managing difficult situations

• Proven customer service excellence and client centricity

• Experience in working in a well controlled risk environment

• Aptitude for utilizing reporting tools and applications

• Proven organizational skills

• Demonstrated ability to drive results in a fast-paced, goal-oriented environment

Education:

• Bachelor's degree/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

this is a hybrid role in Tampa CSC, minimum expectation is 2 days a week in the office, may require additional days in the office depending on the needs of the business

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

Primary Location:

Tampa Florida United States

Primary Location Full Time Salary Range:

$70,720.00 - $106,080.00

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 05, 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.