16 days old

Cstmr Svc Intmd AssocAnalyst

Jacksonville, FL 32232
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 **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
Posted: 2021-10-08 Expires: 2021-11-08

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Cstmr Svc Intmd AssocAnalyst

Jacksonville, FL 32232

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