Customer Service Senior Analyst, Citi

Citi

Location:
Poland, Olsztyn

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

CitiService® is an integrated customer support line for after-sales service dedicated to delivering accurate, timely and professional response in every client interaction. The Customer Service Senior Analyst is an intermediate-level position and plays a critical part in enhancing client experience. Responsible for providing clients with excellent support and experience in coordination with the Client Service team. The overall objective of this role is to deliver Best-in-Class experience to our clients addressing issues and providing ongoing client service support.

Job Responsibility:

Manage, develop and maintain a portfolio of high-profile clients, through regular calls and face to face interaction, ensuring queries are acknowledged, investigated and resolved timely and professionally in line with departmental standards
Provide coaching and support to team and serve as point of contact for escalations
Inform clients about problems (system failures, market issues) and provide regular resolution updates
escalate customer feedback, processing delays and errors appropriately
Advise on and advocate the implementation of process improvement and reengineering as well as participate in inquiry-volume reduction, client experience initiatives and cross-departmental projects
Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets

Requirements:

2-5 years of customer service experience (preferred within business/financial environment)
Bachelor's degree/University degree or equivalent experience
Fluent in English
Efficiency in team setting combined with ability to work with different functional teams to provide exceptional client experience
Demonstrated project management and organizational skills to prioritize multiple tasks
Proven self-reliance, accountability as well as investigative and analytical skills, risk management competence
Ability to embrace new technology and understand the role digital plays in the experience
Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders

What we offer:

Private Medical Care Program
Life Insurance Program
Pension Plan contribution (PPE Program)
Employee Assistance Program
Paid Parental Leave Program (maternity and paternity leave)
Sport Card
Holidays Allowance
Sport and team recreation activities
Special offers and discounts for employees
Access to an array of learning and development resources
A discretional annual performance related bonus
A chance to make a difference with various affinity networks and charity initiatives

Additional Information:

Job Posted:
October 08, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Service Senior Analyst