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

(English/French)

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

Bilingual in English and French required ,demonstrate proficiency in speaking, reading, and writing both languages.

Relevant experience (business/financial environment) preferred

Demonstrated project management and organizational skills to prioritize multiple tasks

Proven self‑reliance and accountability and ability to manage risk

Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders

Proven investigative and analytical skills

Consistently deliver high‑quality customer service with focus on building client relationships and achieving quality results

Education

Bachelor’s degree/University degree or equivalent experience

Bilingual in English and French (spoken and written) required

Job Family Group
Customer Service

Job Family
Institutional Customer Service

Time Type
Full time

Primary Location Full Time Salary Range
$79,320.00 - $110,680.00





Most Relevant Skills
Please see the requirements listed above.

Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.

Automated Processing and AI
We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate’s skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision‑making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

This job opening is for an existing job vacancy.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career chance review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.

#J-18808-Ljbffr

📌 Bilingual Client Services Analyst (Ontario)
🏢 Citigroup
📍 Ontario