Customer Service Intermediate Associate Analyst

Citi - Newark, DE3.9

Primary Location: United States,Delaware,Newark
Education: Bachelor's Degree
Job Function: Customer Service
Schedule: Full-time
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 18077488


About Citi
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi’s Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

Job Purpose:
Provide end-to-end resolution of inquiries and investigations for federal agencies and financial institutions using multiple web-based applications, providing superior service and timely resolution.

Work Schedule:
Monday – Friday, 11:30AM - 8:00PM

Key responsibilities:
Provide phone, email, and Help Desk support for multiple government web-based applications, including in depth technical troubleshooting with agency users and their IT Support; make troubleshooting decisions based on agency’s unique security settings and criticality of user inquiry.
Log, manage, and own cases through resolution and assist with root cause analysis, identify fix and preventative measures. Ensure all cases are updated on a regular basis and clients are advised of status in adherence to service level agreements.
Provide superior service and timely resolution to high profile and sensitive clients as unresolved issues may result in a large negative financial impact. Use of critical thinking and solid judgment skills needed to mitigate possible reputational risk.
Maintain or exceed key performance identifiers at or above published expectations.
Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover and delegating incoming customer inquiries to team.
Validation of high dollar amount file transmissions and escalate as needed.
Conduct user recertification process, user account management, security reporting, on-board/maintain agency and financial institution accesses in multiple applications.
Remain up-to-date with product knowledge around new functionality and releases on supported products; assist with implementing training as necessary.
Interact with internal and external Technology, Deployment/Implementations, Testing, Financial Institutions, and other government teams and partners.
Assist with the customer onboarding of new products for supported applications.
Send communications to an audience of up to 20,000 global customers for multiple applications.
Assist with User Acceptance Testing for new features and functions and perform post application release validations, compile results and report to Technology Teams.
Identify and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity and mitigate risk.
Support the training and development of other team members and drive positive change to improve the client’s experience.
Support senior team members during stretch assignments.
Flexibility with schedule to ensure all service level agreements are met for providing 24/7/365 coverage.
Manage process documentation including creating, reviewing and updating as needed.
Adhere to compliance PII and SBU standards and stay up to date on required training.
May include additional responsibilities such as client site visits, knowledgebase management, internal projects and all other duties as assigned.


Job qualifications:
3+ years' experience in Help Desk and/or application support
Previous Customer Service experience preferred
Bachelor's degree or equivalent job experience
Ability to troubleshoot complex technical issues with an aptitude for utilizing reporting tools, applications and systems
Proficient in all Microsoft applications
Excellent written and verbal communication skills to interact with both internal partners and external clients at all levels
Ability to present technical/analytical information to both non-technical and technical audiences
Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment
Detail oriented with good organizational skills
Superior analytical abilities and innovative thinking skills
Ability to assess complex processes and deliver practical solutions
A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment
Knowledge of Public Sector business a plus
U.S. Citizenship or Permanent Residency (green card) is a prerequisite for this position
Must pass an extensive background check (renewed every 5 years)