Customer Svc Intmd Analyst - Italian Language (Hybrid)

Citi's Treasury and Trade Solutions (TTS) team is a leading provider of cash management and trade solutions to financial institutions, corporate and public sector clients around the world. With a global network spanning 90+ countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management.

• TTS Corporate Client services manages 99% of Fortune 100, 93% of the Fortune Global 500 clients.
• Financial Institutions Client services manages 400+ of the top 500 Global Banks and Top 10 Insurance companies.
• Public Sector client services service the governments of ~ 120 countries with 700 Public Sector clients globally.

What you will do:

• Ensure customer queries are answered in the most efficient way possible.
• Work with CSO/Branches globally to obtain answers/solutions for clients’ queries that are outside of Western Europe, based on their interaction with Citi’s global footprint
• Ensure incoming enquiries into the Dublin Service Centre are dealt with in an efficient and effective manner.
• Support and strengthen customer needs in an efficient, effective and professional manner and handle exceptional requests when required.
• Review and resolve problems relating to Funds Transfers by conducting necessary analyses and communicating resolution to the customer.
• 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
• Lead Self-service and Client Digitization agenda and future mass commercialization
• 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.

What we'll need from you:

• Experience in Customer Services and/or Finance
• Fluency in English and Italian is essential and 1 other European language is advantageous
• Experience of successfully building a trusted network of people who have assist them i 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

What we can offer you

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive.

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

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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.

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