Customer Service Analyst, Citi

Customer Service Analyst

Citi

Location:
Ireland, Dublin

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Customer Service Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Job Responsibility:

Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, and resolved timely and professionally and in line with departmental standards
Provide coaching, support to team, and serve a point of contact for escalation
Develop and maintain client portfolio through regular calls and face to face interaction, as needed
Inform clients about problems (system failures, market issues) and provide regular resolution updates
Advise on and advocate the implementation of process improvement and reengineering to improve client experience
Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
Escalate customer feedback, processing delays and errors appropriately
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

Requirements:

Experience in customer service preferred
Proficiency in English and another European language (Spanish, German or French)
Computer proficiency
Consistently demonstrate clear and concise written and verbal communication
Proven investigative and analytical skills
Demonstrated ability to present concepts and influence change
Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
Proven ability to work under limited supervision within a team environment

What we offer:

Competitive base salary (annually reviewed)
Business casual workplace
Hybrid working model (up to 2 days working at home per week)
Additional benefits that support you (and your family) to be well, live well and save well

Additional Information:

Job Posted:
November 18, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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