The Customer Service Intermediate 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 external customer issues and provide ongoing customer service support.

Responsibilities:
Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
Provide coaching and support to team and serve a point of contact for esclations
Develop and maintain client portfolio through regular calls and face to face interaction, as needed
Inform clients about problems (system failures, market issues) and provide regular resolution updates
Advise on and advocate the implementation of process improvement and reengineering to improve client experience
Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
Escalate customer feedback, processing delays and errors appropriately




Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
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:
2-5 years of customer experience
Relevant experience (business/financial environment) preferred
Demonstrated project management and organizational skills to pri

📌 Customer Svc Intmd Analyst (Ciudad de México)
🏢 Citi
📍 Ciudad de México