The Customer Service Intermediate Associate Analyst is a primary point of contact for North American Federal Government clients and is responsible for assisting in client related activities and providing resolutions in coordination with the Client Servicing team. The CAS acts as the liaison between clients and the Bank's operations for problem identification and resolution, understanding and addressing the clients' needs and ensures high quality of service and customer satisfaction.

Responsibilities:

• Provide operational support across function, including administering defined procedures, performing analysis and preparing reports
• Manage a portfolio of clients, delivering service that meets or exceeds client expectations and serve as the point of contact for day-to-day complex client inquiries regarding banking products
• Manage and own cases through to a timely resolution and assist with root cause analysis and identifying fixes and preventative measures
• Liaise with internal and external cross-functional partners to meet or exceed the needs of Citi clients
• Create reports for internal and/or external distribution and conduct research to support initiatives and ongoing reporting needs
• Provide assistance/mentoring to junior analysts
• Perform regulatory, audit and control assessments as well as feasibility analyses for process changes, as needed
• Appropriately 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:

• Must be meeting expectations in current role
• 2-5 years of relevant financial services experience; Client Service experience preferred; Commercial Cards Operations experience preferred
• Familiarity with Citi client facing tools and capabilities (Citimanager, CTMS, CCRS)
• Consistently demonstrate clear and concise written and verbal communication
• Proven analytical and critical thinking skills for problem identification and resolution
• Demonstrated ability to build and cultivate partnerships across business regions
• Proven project management and leadership skills
• Ability to manage multiple conflicting priorities and consistently meet deadlines
• Exceptional organizational skills

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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.

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