Customer Service Analyst

Job Description:

The Customer Service 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
* Develop and maintain client portfolio through regular calls and face to face interaction
* 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
* Provide coaching, support to team

Requirements:
* Customer service experience
* English (fluent in writing and speaking)
* Relevant experience (business/financial environment) preferred
* Organizational skills to prioritize multiple tasks
* Investigative and analytical skills

We offer:

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (currently up to 2 days working at home per week), but also (potentially, subject to final offer) receive a competitive base salary and enjoy a whole host of additional benefits which include:
* Employer paid Defined Contribution Pension Plan contribution of 6% of employee's pensionable earnings (PPE Program)
* Employer paid Private Medical Care Package for employees and Private Medical Care Packages for certain family members available at preferential rates
* Employee Assistance Program financed by Employer
* Paid Parental Leave Program (maternity and paternity leave; statutory and 2 weeks additional paid paternity leave)
* Sport Card for employees subsidised via Social Benefits Fund and Sport Cards for certain family members available at preferential rates
* Additional benefits from Company's Social Benefit Fund, in particular: Holidays Allowance, support for sport and cultural activities, team building events
* Additional day off for volunteering
* Cafeteria/ flex benefit - a company benefits system which enables employees to select and purchase benefits offered by a provider and available for employees on the platform
* Opportunity to receive an annual discretionary incentive award
* Special offers and discounts for employees

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Job Family Group: Customer Service
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Job Family:Service
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Time Type:Full time
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Primary Location Full Time Salary Range:68 740,00 zł - 108 660,00 zł
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Most Relevant Skills Please see the requirements listed above.
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Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.
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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.
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This job opening is for an existing job vacancy.
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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.

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