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 standardsProvide coaching and support to team and serve a point of contact for esclationsDevelop and maintain client portfolio through regular calls and face to face interaction, as neededInform clients about problems (system failures, market issues) and provide regular resolution updatesAdvise on and advocate the implementation of process improvement and reengineering to improve client experienceMaintain knowledge of new market and regulatory requirements affecting client portfolio/baseEscalate customer feedback, processing delays and errors appropriatelyConduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessaryComplete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environmentParticipate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiativesAppropriately 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.Qualifications2-5 years of customer experienceBilingual in English and French required ,demonstrate proficiency in speaking, reading, and writing both languages.Relevant experience (business/financial environment) preferredDemonstrated project management and organizational skills to prioritize multiple tasksProven self-reliance and accountability and ability to manage riskConsistently demonstrate clear and concise written and verbal communication with ability to influence stakeholdersProven investigative and analytical skillsConsistently deliver high-quality customer service with focus on building client relationships and achieving quality resultsEducationBachelor's degree/University degree or equivalent experienceBilingual in English and French (spoken and written)



requiredJob Family GroupCustomer ServiceJob FamilyInstitutional Customer ServiceTime TypeFull timePrimary Location Full Time Salary Range$79,320.00 - $110,680.00Most Relevant SkillsPlease see the requirements listed above.Other Relevant SkillsFor complementary skills, please see above and/or contact the recruiter.Automated Processing and AIWe 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 chance 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 opportunity review Accessibility at Citi.View Citi's EEO Policy Statement and the Know Your Rights poster. #J-18808-Ljbffr

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