Rsu Business Assistant
hace 3 semanas
The Customer Service Intermediate Analyst plays a pivotal role in providing exceptional support to clients, working in tandem with the Customer Service team to resolve issues and deliver outstanding service. The primary objective of this position is to address customer concerns, provide ongoing support, and ensure that clients receive timely and professional resolutions.
**Key Responsibilities:**
Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, and resolved in a timely and professional manner, adhering to departmental standards
- Provide coaching and support to team members and serve as a point of contact for escalations
- Develop and maintain client relationships through regular communication and face-to-face interaction, as needed
- Inform clients about problems (system failures, market issues) and provide regular resolution updates
- Advise on and advocate the implementation of process improvements and reengineering to enhance client experience
- Maintain knowledge of new market and regulatory requirements affecting client portfolios
- Escalate customer feedback, processing delays, and errors appropriately
- Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
- 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
**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
**Education:**
Bachelor's degree/University degree or equivalent experience
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.
View the "EEO is the Law" poster. View the EEO is the Law Supplement. View the EEO Policy Statement. View the Pay Transparency Posting
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