Customer Service Analyst Job at Citi (Olsztyn)

Customer Service Analyst

Citi

Location:
Poland , Olsztyn

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The role is within the Digital client support team for our Global clients based in the Olsztyn Service Centre. Knowledge and understanding of the products our clients use and the ability to support a wide range of queries and requests is required to be successful in this role. The team is looking for a dynamic individual who will deliver best class support to our clients: Handle incoming Client queries in an efficient and effective manner. Support and strengthen Client needs in an efficient, effective and professional manner and handle exceptional requests.

Job Responsibility:

Provide Comprehensive Technical Support: Deliver technical support for all Electronic Banking applications, including thorough investigation of digital client support queries, ensuring regular updates are provided to both clients and colleagues, and achieving monthly and weekly resolution goals for delivery effectiveness
Performance Accountability and Reporting: Maintain accountability for all aspects of service delivery by monitoring key performance measures, and accurately collate and report key team performance metrics (MIS) to track and demonstrate effectiveness
Proactive Incident and Trend Identification: Actively identify and escalate potential incidents or developing situations, such as outages, that could lead to client complaints, alerting management in a timely manner. Proactively identify emerging issues and trends through diligent review of MIS
Root Cause Analysis and Continuous Improvement: Conduct in-depth root cause analysis for identified issues and trends, working collaboratively with relevant teams to implement corrective actions. Continuously seek and implement quality and process improvements across all operations
Innovation and Tool Optimization: Drive innovation by regularly reviewing internal processes within teams to identify efficiencies. Ensure that all available tools are optimally utilized and support the delivery of services in alignment with the established intensity model
Adherence to Professional Standards: Champion and lead by example in the adoption and adherence to departmental standards, including Email Etiquette. Monitor and track improvements in these areas, fostering an "on-the-spot feedback" culture to reinforce best practices
Stakeholder Engagement and Communication: Effectively represent the Digital Client Support team in cross-departmental meetings, knowledge forums, and client conference calls as required. Support internal communication efforts, such as compiling 'Who's Who' information, to enhance awareness of roles and responsibilities and ensure appropriate query escalation
Compliance and Client Experience Initiatives: Ensure strict compliance with all corporate policies, practices, and adherence to audit and regulatory requirements. Actively participate in CAR (Client Action Request) and VOC (Voice of the Customer) processes and contribute to Client Experience projects to enhance overall client satisfaction.

Requirements:

Knowledge of Digital Support applications is beneficial
Strong problem solving ability
Excellent customer service skills
Experience with managing client relationships and delivering a high level of service
Ability to cope with multiple issues at the same time with varying priority
Unquestionable ethics, personal integrity, an understanding of implications of decisions and client confidentiality
Commitment to excellence
Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.

What we offer:

Employer paid Defined Contribution Pension Plan contribution of 6% of employee’s pensionable earnings (PPE Program)
Employer paid Private Medical Care Package for employees and Private Medical Care Packages for certain family members available at preferential rates
Employer paid Life Insurance Program for employees and Life Insurance for certain family members available at preferential rates
Employee Assistance Program financed by Employer
Paid Parental Leave Program (maternity and paternity leave
statutory and 2 weeks additional paid paternity leave)
Sport Card for employees subsidised via Social Benefits Fund and Sport Cards for certain family members available at preferential rates
Additional benefits from Company’s Social Benefit Fund, in particular: Holidays Allowance, support for sport and cultural activities, team building events
Additional day off for volunteering
Cafeteria/ flex benefit – a company benefits system which enables employees to select and purchase benefits offered by a provider and available for employees on the platform
Opportunity to receive an annual discretionary incentive award
Special offers and discounts for employees

Additional Information:

Job Posted:
February 14, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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