Customer Service Intermediate Analyst

Customer Service Intermediate AnalystThe 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: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 escalationsDevelop 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.Qualifications:2-5 years of customer experienceRelevant 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 resultsEducation:Bachelor's degree/University degree or equivalent experienceJob Family Group:Customer ServiceJob Family:Institutional Customer ServiceTime Type:Full timePrimary Location:San Antonio Texas United StatesPrimary Location Full Time Salary Range:$58,656.00 - $78,180.00In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.Most Relevant SkillsPlease see the requirements listed above.Other Relevant SkillsFor complementary skills, please see above and/or contact the recruiter.Anticipated Posting Close Date:Jun 03, 2026Citi 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.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.