The Customer Service Senior Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address client issues and provide ongoing customer service support by removing friction, solving root cause and creating a great service client experience.

Responsibilities:

• Manage a portfolio of high-profile clients and serve as single point of contact for queries, engaging to understand client service needs and gaps

• Liaise with internal and external cross-functional partners to deliver customer service that meets or exceeds client expectations
• Ensure transactions are executed timely and accurately
• Identify and implement process improvements and test new features/functions
• Perform regulatory, audit and control assessments and create reports for internal and/or external distribution
• Contribute to short and long-term projects and engage with global partners where necessary to meet client requirements
• 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.

Qualifications

• 5-8 years of previous cash management and financial services experience preferred
• Consistently demonstrate clear and concise written and verbal communication
• Aptitude for utilizing reporting tools and applications
• Proven organizational skills
• Demonstrated ability to drive results in a fast-paced, goal-oriented environment
• Client Centricity
• Advanced knowledge of Payment and receivable products and operational processes
• Bi-lingual English with Spanish or Portuguese a plus

Education:

• Bachelor's degree/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Role is hybrid, minimum days in the office is at least 2 for Tampa Tampa, additional days may be required as per business need and based on local site rules. Most US sites hybrid schedule is 3 days in the office and 2 remote.

Preferred location is Tampa CSC, additional CitiService locations considered: San Antonio, Kentucky and Delaware

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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