Customer Service Associate Analyst

Citi • Tampa, FL

3d • $48,180 - $63,140 • Hybrid

About The Position

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. This role involves responding to inbound service calls from government and corporate clients, performing necessary account maintenance, communicating account status and procedures, researching and resolving client inquiries, gathering information and leading the client through troubleshooting techniques, and escalating client issues when appropriate. The position requires adherence to established procedures/processes and Citi best practices, and involves assessing risk and ensuring compliance with applicable laws, rules, and regulations.

Requirements

• 0-2 years of relevant experience in help desk and/or application support preferred
• Proven relationship building and customer service skills
• Bachelor's degree/University degree or equivalent experience
• Must pass Citi background check and Government Background screening

Responsibilities

• 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.
• Respond to inbound service calls from government and corporate clients
• Perform necessary account maintenance to fulfill client requests.
• Communicate account status, procedures and other information as needed to respond to client inquiries.
• Research and resolve client inquiries/concerns.
• Follow established procedures/processes and Citi best practices while assisting client inquiries.
• Gather information and lead the client using practical troubleshooting techniques to determine source of error.
• Escalate client issues to the next level of support when appropriate.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level