Customer Service Associate Analyst 2

Citi - Newark, DE (30+ days ago)3.9


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: 18050811


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 the US Treasury’s Bureau of Fiscal Service systems, providing superior service and timely resolution.
Key Responsibilities
Provide first level technical phone, email, and Help Desk support for federal agencies and financial institutions using the US Treasury’s Bureau of the Fiscal Service systems.
Log, manage, and own cases through to 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.
End to end file transmissions support through the Treasury Web Application Infrastructure.
Interact with internal Technology, Deployment, Federal Reserve Bank, and other Fiscal Service teams and partners.
Provide superior service and timely resolution to high profile & sensitive clients, including the Office of the President and Department of Defense.
Assist with short-term projects with internal and external teams.
Remain up-to-date with product knowledge around new functionality and releases on supported products; work with manager to define training needs.
Participate in User Acceptance Testing and Production Validation training for new features and functions.
Identify process defects and take initiative to implement improvements and optimize client experience.
Identify and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity and mitigate risk.
Maintain or exceed key performance identifiers at or above published expectations.
Assist with regulatory, audit and control assessments.
Adhere to compliance PII and SBU standards.
Stay up to date on required training.
Prepare reporting as requested.


Job Qualifications
3 + years' experience in help desk and or application support
Bachelor's degree or equivalent job experience
Proficient in all Microsoft applications
Excellent written and verbal communication skills to interact with both internal partners and external clients at all levels
Demonstrated interpersonal and listening skills for problem identification and resolution
Strong customer service and problem solving abilities
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 organization skills
Strong relationship building skills
Aptitude for utilizing reporting tools, applications and systems
A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment
Flexibility with work schedule, if needed
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)
*** Schedule: Monday-Friday, 11:30AM-8:00PM ***