Customer Service Analyst (Hybrid)

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in communications and customer service. Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters. Team / Role OverviewCitiService main objective is to be the Best-in-Class Service provider by driving a Digital First agenda, delivering a consistent experience and leveraging our global network. CitiService is an integrated customer support line for after-sales service dedicated to delivering accurate, timely and professional response in every client interaction.The Client Service Officer (CSO) is an intermediate-level position and responsible for providing clients with excellent support and experience in coordination with the Client Service team. The overall objective of this role is to deliver Best-in-Class experience to our clients addressing issues and providing ongoing client service support. The successful candidate for this high impact role requires strong problem solving, proactive and client management skills, as well as an exceptional understanding of the commercial and corporate banking environment.What you will doManage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standardsDevelop and maintain client portfolio through regular calls and face to face interaction, as neededTrain & guide clients on online banking platform and digital toolsInform clients about problems (system failures, market issues) and provide regular resolution updates. Escalate customer feedback, processing delays and errors appropriatelyAdvise on and advocate the implementation of process improvement and reengineering to improve client experienceConduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessaryComplete tasks such as reviews, audit preparation, reporting and maintain control environment.Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiativesPartner with key stakeholders to deliver the best experience for our clientWhat we’ll need from youBilingual/Multilingual – Fluent in English as well one or more of the following languages - Spanish, German, Italian & French Relevant experience - Client Service preferred. Knowledge of Commercial Bank or Corporate Bank businessSelf-starter, motivated, eager to learn and operates with a sense of urgency as well as ownership. Proven self-reliance, accountability and ability to manage risk.Demonstrated client management and organizational skills to prioritize multiple tasksAbility to manage multiple competing priorities, and take ownership of various parts of a project or initiativeConsistently demonstrate clear and concise written and verbal communication with ability to influence stakeholdersProven investigative and analytical skills with strong delivery of resultsConsistently deliver high-quality customer service with focus on building client relationships and achieving quality resultsWhat we can offer youBy joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive. Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.#LI-MM2------------------------------------------------------Job Family Group: Customer Service------------------------------------------------------Job Family:Institutional Customer Service------------------------------------------------------Time Type:Full time------------------------------------------------------