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Cstmr Svc Intmd AssocAnalyst

Company: Citi
Location: Callahan
Posted on: May 15, 2022

Job Description:

Key responsibilities:
Primary day-to-day single point of contact on PA Servicing Team, post implementations, for clients and their Program Administrators (PA) and client decision makers for problem identification and resolution
Prioritize and coordinate daily workflow to ensure operating efficiencies are achieved, productivity levels are met and metrics reflect quality delivery
Improving processes to meet client needs
Leverage existing relationships to drive expansion of issuance and spend among current programs
Create opportunities for proactive program improvement in concert with Account Management (AM)
Gather information and lead client through diagnostic procedures to determine source of errors
Manage and own escalations through to resolution including root cause analysis, identify fix and preventative measures
Provide superior service and timely resolution for complex issues
Interface with cross functional partners to deliver an excellent client experience
Act as liaison for key internal and external business contacts
Frequent proactive client communication. Lead regular conference calls and resulting action plans. Schedule, organize and lead regular client service reviews in collaboration with AM
Influence the client to ensure their program operates optimally for both them and Citi
Identify trends and carry out margin analysis to ensure smooth operation of the program
Create opportunities for proactive program improvement. Practice effective continuous improvement within Operations and with our clients to reduce errors, bottlenecks and costs.
Ongoing program analysis (declined transactions, timeliness of payments, reasons for cardholder contact)

Req Qualifications:
Excellent written, oral and presentation skills to interact with both internal partners and external clients at all levels
Superior analytical and creative thinking skills
Strong MS Office and system skills
Ability to manage multiple conflicting priorities
Ability to effectively deal with diverse personalities and backgrounds
Proven ability to utilize logic and systemic processes to analyze and problem solve

Strong communication and diplomacy skills are required
2 year college degree or equivalent experience
2 years or more of Commercial Card/Credit card professional experience
Well-developed working knowledge of the business and the upstream and downstream influences
Ability to work in a high pressure environment
Must be proactive and prepared to investigate issues on own initiative
Proven experience and willingness to own an issue and bring it to completion while maintaining a strong client focus
Demonstrate ability to understand and address client needs and establish long term credibility and relationships with clients
Proficient in utilizing reporting tools, applications and systems
Deep understanding of the product or process that they support-------------------------------------------------Job Family Group: Customer Service-------------------------------------------------Job Family:Institutional Customer Service------------------------------------------------------Time Type:Full time------------------------------------------------------Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Citigroup Inc. and its subsidiaries ("Citi ) invite all qualified interested applicants to apply for career opportunities. 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 .View the "" poster. View the .View the .View the -----------------------------Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

Keywords: Citi, Jacksonville , Cstmr Svc Intmd AssocAnalyst, Other , Callahan, Florida

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