Customer Service Analyst - Florence, United States - Citi International Financial Services, LLC

Description

**Overview**

Our employees are energetic and dedicated individuals who work in a fast-paced and challenging position that relies on the ability to think and react quickly, formulate creative solutions to pressing problems, and serve clients with dedication. Our employees serve as the human voice and personality behind the Citi brand as they provide quality customer service with each and every client interaction.

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> Professional environment, actual care and concern for the clients and customers, fantastic benefits, amazing ways to give back to the community. Call Center Customer Service Representative, Gray TN

> Great retention and advancement opportunities with Citi. The company is committed to increasing customer excellence both internal and external. Mortgage Default Collections, Florence, KY

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> Professional environment, actual care and concern for the clients and customers, fantastic benefits, amazing ways to give back to the community. Call Center Customer Service Representative, Gray TN **Responsibilities**

The Customer Service Analyst is responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The main duty of this role is to address external customer issues and provide ongoing customer service support.

**Responsibilities:**

Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues

Ensure customer inquiries are answered in an efficient and timely manner

Inform clients about problems (system failures, market issues) and provide regular resolution updates

**Requirements:**

Experience in customer service preferred

English at a communicative level

Investigative/analytical skills are an advantage

**We offer:**

A unique package of social benefits, including: MultiSport card, private medical care, group insurance, pension program and discounts at many gastronomic and cultural points throughout Poland

Access to free training platforms, developing competencies and individual interests

Organization of many events supporting integration of departments

Work in an international environment allowing broad business knowledge and practical use of English

Possibility to develop soft skills for public appearances within the official Citi Toastmasters club

Internal development and mobility programs

Work in a harmonious team

**Job Family Group:**

Customer Service

**Job Family:**

Institutional Customer Service

**Time Type:**

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 .

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Find out more about Customer Service job opportunities at Citi and hear from our employees as they share some of their innovative work and projects that help shape progress around the world.

I first started working in customer service in retail. I spent a lot of time helping people find things and answering questions about products. I learned early on that sometimes people dont know what they need, so its important to ask questions and get to know your customer a little.

My day is spent reviewing disputes with our card members and helping them understand the current status of their dispute. Educating our card members about their disputes is very important, as its a confusing process. I like the challenge that is presented. Every call is different and finding the solution can sometimes be more complicated than it appears.

Every call, even calls about the same kinds of disputes, can be different. This can keep the calls fresh and prevent you from settling into a boring humdrum of repetition. The people that I work side-by-side with are great.

Patience and empathy. A lot of calls are from people who dont understand the process and want to know why a charge was put back on their account. We have to take the time to understand their point of view and educate them on the best path to take to move the dispute forward.

Dont take things personally. Youre going to occasionally get a call where someone is mad and they are yelling. These people are mad at a situation, not at you. Also, if you dont know the answer, take the time to ask someone.

Citi is full of opportunities There are many different departments and various opportunities to move up. Work hard and stick with it and you can achieve any kind of goal.

The environment at Citi is great. Theres a certain solidarity in Citi amongst everyone. Also, hard work pays off and is recognized.

Citi cultivates a culture of oneness and respect. I can talk to anyone from anywhere in the country in Citi and get the sense that were on the same team. Ive seen this company bend over backwards to go out of its way to help its employees and accommodate them. Theres a very real sense that Citi cares.

My day-to-day job entails speaking with escalated customers by phone. My job consists of reviewing customer accounts and making decisions based on specific account scenarios. As a phones supervisor, what I like most is having the entitlements to help the customer if the situation warrants it or their account qualifies. I also deal with a lot of one-off situations that arent very common, which makes the job interesting, too.

What I enjoy most about my job is the ability to reassure, calm, and care for upset customers. I really enjoy making customers feel valued, acknowledged, and appreciated, even if I cant always give them what they want. Its extremely satisfying making someone who was angry, happy by the end of the call.

To perform this role, you have to be an excellent communicator and phenomenal listener. You must work well under pressure, and have excellent time management. You must be confident, firm, and assertive in all situations.

Always use positive language, be a leader, and learn from your mistakes

It can take you so many places You can do management, training, project management, and so much more; you dont have to