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Customer Service Intermediate Analyst - German (Hybrid)

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Citi

11d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Banking & Finance
  • Dublin

AI generated summary

  • You must be fluent in English and German, have customer service or finance experience, excel with Microsoft apps, and build trusted relationships in diverse environments.
  • You will manage high-profile client queries, drive satisfaction, conduct analysis, resolve issues, provide updates, maintain records, and collaborate on initiatives to improve service and efficiency.

Requirements

  • Experience in Customer Services and/or Finance
  • Fluency in English and German is essential and 1 additional European is advantageous
  • Experience of successfully building a trusted network of people who have assisted them in achieving their goals
  • Experience working with a diverse range of cultures and being able to adapt to the localized methods of communication
  • Proven track record of managing client relationships and delivering high-quality customer service
  • Knowledge of Citi systems & platforms advantageous
  • Must have proficient use of all Microsoft Applications (Word, Excel, Access, PowerPoint), with very strong computer/technical skills
  • Experience in a fast-paced team environment, with being a senior member or SME in this team being an advantage

Responsibilities

  • Manage a portfolio of high profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards
  • At times, depending on client, act as their ‘Single Point of Contact’ for all their queries globally
  • Lead and participate in cross departmental initiatives
  • Be involved and understand Monetary Claim issues
  • Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments across the globe, with escalation where required
  • Drive client satisfaction for given portfolio – including regular proactive calls and visits where required
  • Provide client with MIS/scorecards to enable them understand their transactional and inquiry activity. Host review calls to discuss and analyze these and work with clients to improve their productivity improve their productivity & usage of self-service tools where applicable
  • Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls
  • Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue
  • Escalate customer feedback, processing delays and errors appropriately
  • Co-ordinate and control special transactions (mergers/acquisitions/tax payments etc) where applicable
  • Keep updated on all new market and regulatory requirements affecting client portfolio/base
  • Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment maintained at all times
  • Partner with Client coverage partners and Product/ Line Operations to drive Digitization and continuous marked improvement in Voice of Client scores
  • Drive standardization and productivity with a view to reducing MTP’s
  • Perform analysis on trends and best practices while suggesting improvements based on analysis
  • Ensure 100% logging and management of all Client interactions on Service Tracking and Report System (Auto-load), an automated query login system

FAQs

What is the job title for this position?

The job title is Customer Service Intermediate Analyst - German.

Where is this position located?

This position is located in Dublin, Ireland.

What are the language requirements for this role?

Fluency in English and German is essential, and proficiency in one additional European language is advantageous.

What type of work environment does Citi offer for this role?

Citi offers a hybrid working model, allowing up to 2 days of remote work per week in a business casual workplace.

What are the key responsibilities of this position?

Key responsibilities include managing a portfolio of high-profile clients, resolving their queries, participating in cross-departmental initiatives, maintaining client relationships, and ensuring adherence to departmental standards.

What experience is required for applicants?

Applicants should have experience in Customer Services and/or Finance, with a proven track record of managing client relationships and delivering high-quality customer service.

Are there any specific skills required for this job?

Proficiency in Microsoft Applications (Word, Excel, Access, PowerPoint) is necessary, along with strong computer/technical skills and the ability to adapt to diverse cultures.

What benefits does Citi offer its employees?

Citi offers a competitive base salary, additional benefits for well-being, and a supportive work environment that promotes inclusion and empowerment.

Is previous experience with Citi systems advantageous?

Yes, having knowledge of Citi systems and platforms is considered advantageous.

Does Citi have a commitment to diversity and inclusion?

Yes, Citi is committed to ensuring a workplace where everyone feels comfortable to work as their whole self every day and values diverse talents.

Citi

Finance
Industry
10,001+
Employees
1998
Founded Year

Mission & Purpose

Citigroup Inc. or Citi is an American multinational investment bank and financial services corporation headquartered in New York City. Citi's operation is to provide financial services that enable growth and economic progress. Core activities are safeguarding assets, lending money, making payments and accessing the capital markets.

Benefits

  • Live Well, Stay Healthy

    Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

  • Paid parental leave

    We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

  • Save well, for now and your future

    We empower our employees to manage their financial well-being and help them plan for the future.

  • Keep learning

    Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

  • Be well, take time off

    We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

  • Support Your Community

    We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.