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




Language - We require written and verbal fluency in French and English
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
------------------------------------------------------
**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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)_
_._
_View Citi's_
_EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_
_and the_
_Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_Know

Your

Rights6.12Screen

Rdr.pdf)_
_poster._
Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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