Customer Service Intermediate Associate Analyst

Citi•Newark, DE

23h•Hybrid

About The Position

This role involves providing comprehensive phone, email, and Help Desk support for multiple government web-based applications. Key responsibilities include in-depth technical troubleshooting, managing cases from logging to resolution, and ensuring timely service for high-profile clients to mitigate financial and reputational risks. The associate analyst will also perform daily tasks such as system validations, reporting, user account management, and supporting new product onboarding. The position requires staying updated with product knowledge, interacting with various internal and external teams, assisting with User Acceptance Testing, and identifying process improvements. Flexibility in scheduling is essential to ensure 24/7/365 coverage, and adherence to compliance standards is mandatory. Additional duties may include client site visits, knowledgebase management, and internal projects.

Requirements

3+ years' experience in Help Desk and/or application support
Bachelor's degree or equivalent job experience
Ability to troubleshoot complex technical issues with an aptitude for utilizing reporting tools, applications and systems
Proficient in all Microsoft applications
Excellent written and verbal communication skills to interact with both internal partners and external clients at all levels
Ability to present technical/analytical information to both non-technical and technical audiences
Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment
Detail oriented with good organizational skills
Superior analytical abilities and innovative thinking skills
Ability to assess complex processes and deliver practical solutions
A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment
U.S. Citizenship or Permanent Residency (green card) is a prerequisite for this position
Must pass an extensive background check which will be renewed every 5 years while in this position
Must have the capability to work from home/remotely (PC, phone, reliable WiFi)

Nice To Haves

Previous Customer Service experience preferred
Knowledge of Public Sector business a plus

Responsibilities

Provide phone, email, and Help Desk support for multiple government web-based applications, including in depth technical troubleshooting with agency users and their IT Support; make troubleshooting decisions based on agency’s unique security settings and criticality of user inquiry.
Log, manage, and own cases through resolution and assist with root cause analysis, identify fix and preventative measures. Ensure all cases are updated on a regular basis and clients are advised of status in adherence to service level agreements.
Provide superior service and timely resolution to high profile and sensitive clients as unresolved issues may result in a large negative financial impact. Use of critical thinking and solid judgment skills needed to mitigate possible reputational risk.
Maintain or exceed key performance identifiers at or above published expectations.
Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover and delegating incoming customer inquiries to team.
Validation of high dollar amount file transmissions and escalate as needed.
Conduct user recertification process, user account management, security reporting, on-board/maintain agency and financial institution accesses in multiple applications.
Remain up-to-date with product knowledge around new functionality and releases on supported products; assist with implementing training as necessary.
Interact with internal and external Technology, Deployment/Implementations, Testing, Financial Institutions, and other government teams and partners.
Assist with the customer onboarding of new products for supported applications.
Send communications to an audience of up to 20,000 global customers for multiple applications.
Assist with User Acceptance Testing for new features and functions and perform post application release validations, compile results and report to Technology Teams.
Identify and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity and mitigate risk.
Support the training and development of other team members and drive positive change to improve the client’s experience.
Support senior team members during stretch assignments.
Flexibility with schedule to ensure all service level agreements are met for providing 24/7/365 coverage.
Manage process documentation including creating, reviewing and updating as needed.
Adhere to compliance PII and SBU standards and stay up to date on required training.
May include additional responsibilities such as client site visits, knowledgebase management, internal projects and all other duties as assigned.