Contact Centre Support

Job Overview

Our employees are energetic and dedicated individuals who work in a fast-paced and challenging position that relies on the ability to think and react quickly, formulate creative solutions to pressing problems and serve clients with dedication. Our employees serve as the human voice and personality behind the Citi brand as they provide quality customer service with each and every client interaction.

Service Analyst 1 is an entry-level position responsible for executing day to day customer service activities while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide ongoing customer support.

Responsibilities

• Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance-related inquiries across all product lines
• Ensure accuracy of research and compliance advice provided to members of sales force team
• Develop information regarding required changes in reports and procedures
• Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns
• Support sales force and management by implementing recommendations concerning changes, improvements and enhancements
• Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behaviour from all our employees and it will be measured by specific metrics.
• 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications

• Previous relevant experience preferred
• Proven knowledge of banking products
• Effective verbal and written communication
• Influencing and relationship management skills
• Proven ability to creatively solve problems
• Basic Excel and Powerpoint knowledge
• Bachelor’s/University degree or equivalent experience