Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Customer Service Intermediate Analyst is responsible for providing clients with resolutions and support in coordination with the Customer Service team, addressing external customer issues and providing ongoing customer service support.

Responsibilities

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally.
• Provide coaching and support to team and serve a point of contact for escalations.
• Develop and maintain client portfolio through regular calls and face to face interaction.
• Inform clients about problems and provide regular resolution updates.
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience.
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base.
• Escalate customer feedback, processing delays and errors appropriately.
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation.
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment.
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets.

Requirements

• 2-5 years of customer experience.
• Relevant experience (business/financial environment) preferred.
• Demonstrated project management and organizational skills to prioritize multiple tasks.
• Proven self-reliance and accountability and ability to manage risk.
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders.
• Proven investigative and analytical skills.
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results.
• Native-level (or equivalent) proficiency in Japanese.
• Fluent English proficiency required for business communication, including speaking, listening, and writing.
• Ability to effectively communicate with both local Japan clients and regional/global stakeholders.

Skills

• Customer experience
• Business/financial environment experience
• Project management
• Organizational skills
• Risk management
• Written communication
• Verbal communication
• Stakeholder influence
• Investigative skills
• Analytical skills
• Customer service
• Client relationship building
• Japanese proficiency
• English proficiency

Work Type

• Full time

Experience Level

• Intermediate

Education Level

• Bachelor's degree/University degree or equivalent experience

About the Company

• Citi is an equal opportunity employer.

Equal Opportunity

• Qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
• 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.
• View Citi’s EEO Policy Statement and the Know Your Rights poster.