Supports Payments clients after implementation by investigating service issues, coordinating resolutions across internal teams, sharing updates, and improving recurring processes.
About this role
The Customer Service Analyst works in Citi’s Customer Service function, supporting external clients and coordinating with internal partners to resolve service issues. The role acts as a primary contact for inquiries, investigates client needs, communicates decisions and progress, and maintains client relationships through regular contact. It identifies problems such as system failures or market issues, provides updates while resolutions are underway, and applies risk judgment, policy and applicable rules while escalating control concerns transparently. The work includes analyzing issues, collaborating with relevant teams, responding efficiently and presenting resolutions to clients. It also involves developing client portfolios through calls and face-to-face engagement. Applicants need 0–2 years of relevant experience, computer proficiency, clear written and verbal communication, and investigative and analytical skills. Applicants need presenting concepts, influencing change, delivering high-quality service, building client relationships, and working with limited supervision in a team. A bachelor’s degree or equivalent experience is required.
This is an AI-generated summary of the employer's original posting — details can be incomplete, out of date or simply wrong. Always confirm everything on the official posting before applying.
Similar jobs
Provides institutional securities-services clients with issue resolution and ongoing support, coordinating transactions, controls, reporting and service improvements across internal and external teams.
Manage Migakun accounts through solution proposals, customer coordination, and on-site operational improvements, translating feedback from clients and workers into service and product changes.
Grow existing Smaregi accounts through customer-data analysis and solution proposals, combining payments, time management and apps to improve retention and expansion.
Own B2B sales and post-contract growth for a corporate English-training service, from new-client proposals and closing to adoption support, renewals and account expansion.
Supports technology partners and mutual customers by troubleshooting database and infrastructure issues, guiding integrations, coordinating escalations, and documenting partner solutions.