Customer Service Analyst

• Manage portfolio of high-profile clients ensuring timely and professional resolution of all queries and issues
• Proactively identify, investigate, and resolve client problems collaborating with internal teams and escalating when necessary
• Drive client satisfaction through regular proactive engagement, calls, visits, and clear communication on critical updates
• Provide and analyze client performance data (MIS/scorecards) to enhance productivity and promote self-service solutions
• Initiate and support digitization projects focused on query reduction and increased adoption of self-service tools
• Coordinate special transactions (e.g., mergers, acquisitions) and ensure adherence to all departmental standards, KPIs, and robust control environment
• Maintain up-to-date knowledge of market and regulatory requirements impacting client portfolio
• Ensure comprehensive logging and management of all client interactions within designated service tracking system
• Provide comprehensive guidance and support to clients on both global and local payment procedures via phone and email
• Act as language resource for Top 650 clients providing support in Spanish to facilitate effective communication and expedite issue resolution

• Bilingual proficiency in Spanish and English (oral and written) required
• additional European languages (e.g., Italian, German) preferred
• Excellent verbal and written communication skills with proven experience in a business or financial environment
• Superior investigative and analytical skills including ability to understand and interpret statistics and metrics
• Proven ability in problem-solving and crisis management
• Exceptional planning, organizational, time management, and prioritization skills
• Highly accountable, self-reliant, and results-oriented with ability to influence stakeholders
• Demonstrated experience in driving process improvements
• Strong influencing and persuasion skills capable of engaging effectively with colleagues and clients

Additional European languages (e.g., Italian, German)

• Competitive base salary (annually reviewed)
• Business casual workplace
• Hybrid working model (up to 2 days working at home per week)
• Benefits supporting well-being, living well and saving well
• Inclusive workplace environment