Customer Service Lead Analyst Job at Citi (Tampa)

Vice President, Customer Service Lead Analyst

Citi's Investor Services provides a comprehensive suite of services across over ...

Location

Malaysia , Kuala Lumpur

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

5+ years’ experience in global financial institutions, particularly within Custody
Proven leadership experience in managing and developing diverse, high-performing teams across a global footprint
Strong understanding of end-to-end operations processes and a proven ability to drive change in complex environments
Excellent written and verbal communication skills, with the ability to influence senior stakeholders
Demonstrate ability to manage complex situations, identify and remediate risks effectively
Self-reliant, results-oriented problem solver with strong organizational and project management skills

Job Responsibility

Exhibit deep expertise in Custody Business products (Settlements, Asset Servicing, Cash/FX & Tax) to provide comprehensive service support
Lead a team of client service professionals, fostering a high-performing culture and driving staff development
Oversee proactive client query management, including communication, escalation, and remediation of aged queries to ensure high client satisfaction
Develop and maintain strong relationships with internal stakeholders and external clients, managing client escalations and participating in key client interactions
Drive continuous improvement by conducting in-depth analysis, defining root causes, and implementing innovative solutions to enhance client experience
Ensure robust risk management and control by preparing for audits, managing corrective action plans, and conducting risk assessments in compliance with firm policies
Prioritize team workload, track productivity, and adapt communication styles to achieve common goals and maximize service excellence
Influence strategic functional decisions and collaborate with business partners to align service experience with broader business strategies

Fulltime

Customer Service Analyst Lead

The Customer Service Analyst (CSA) Lead will support staff and supervisors withi...

Location

United States , Philadelphia

Salary:

Not provided

PRWT Services, Inc.

Expiration Date

Until further notice

Requirements

High school diploma with previous supervisory experience (minimum 5 years -experience)
Ability to work in fast paced environment
Strong oral and written communication skills
Good analytical abilities
Good, solid references required
All internal candidates MUST have completed one year of service and be within good standings in current department

Job Responsibility

Supervises, train, and monitor staff
Assists CSAs in problem resolution
Provides direction and support so that CSAs meet service level and production
Review predetermine refund request and submit to the Transportation System for final approval
Review and process Travel Wallet Adjustments within the guidelines provided
Provide e-commerce and telephone customer care support to clients and customers
Support and process Service Request
Complete daily, weekly, and monthly reports as needed
Other duties as assigned

Fulltime

Analyst - Customer Service

The Analyst - Customer Service represents the Service Center which is responsibl...

Location

India , Gurgaon

Salary:

Not provided

Strada

Expiration Date

Until further notice

Requirements

Graduate in listed discipline (BA, B.Com, BCA aggregate marks of >=55% ( No Gaps / Failure throughout Graduation)
Work Experience of 4 - 6 years for International Customer Service "Voice"
Prior Customer Service experience would be preferred
Excellent verbal and written communication skills with least grammatical errors
Basic computer operating skills required (MS- Office Applications)
Appropriate Typing speed to be able to efficiently manage documentation during/post interaction
Ability to work evening/night shifts
Good analytical skills & attention to detail.

Job Responsibility

100% of production time to be spent logged in on calls
Answer calls with an approach to deliver positive customer satisfaction
Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
Maintain internal & client defined quality on calls
Understands and contributes positively in meeting client SLA’s & targets
Adheres to Customer Service Attendance & Accountability policies
Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
Take complete ownership of self-learning & development
Ensuring proper documentation and follow-ups and follow SOP’s
Articulate complex client plans and provisions in a simplified and understandable manner to take an informed decision.

What we offer

Health coverage options
Wellbeing and support programs
Retirement
Vacation and sick leave
Maternity, paternity & adoption leave
Continuing education and training
Voluntary benefit options

Fulltime

Customer Service Analyst, Senior

Provides support for business decisions impacting budget, Service Level, technic...

Location

United States , Sacramento

Salary:

90000.00 - 136000.00 USD / Year

PG&E Corporation

Expiration Date

Until further notice

Requirements

High School Diploma
Equivalent experience or relevant technical trade school/training
BA or BS degree or related discipline or equivalent experience or technical training
LEAN and/or Six Sigma Certification or PM certified
Strong Utility industry understanding
Ability to solve complex problems involving arithmetic as needed to perform at job level
Competency in applying knowledge of business and the marketplace to advance the organization goals
Ability to manage multiple key analyses, process improvement efforts and/or projects, while supporting the local team's day to day operational needs
Advanced in an analyze and recommend approach for findings and associated cost/efficiency gains imbedded in recommendations
Manage and prioritize workload including day to day onsite functions, ad hoc requests, and individual analyses/projects

Job Responsibility

Responsible for forecasting daily and half-hourly staffing requirements to ensure the right number of associates (800-1,000 employees), with autonomy to make critical business decisions that impact KPI's
Troubleshoots technical applications that apply to scheduling, skilling management, content delivery, and web-based entry forms
24/7 On-Call commitment for Operational Support
Manages tech-down events from start to finish locally, partnering with call routing, network, and IT partners to resolve any range of contact center issues
Plan and schedule for absenteeism, meetings, training requirements, offline time, and coaching sessions that align with budget and customer requirements
Manages and resolves scheduling issues and skill profiles ensuring that agents take appropriate calls, and system stability, to include what-if scenario-based analysis to optimize contact center solutions
Executes audits and trend analyses on Contact Center efficiency or budget concerns including attendance, exceptions, average handle time, repeat calls, over-time, under-time, agent call profiling, and service level
Provides updates to business partners about changes in focus and trends with adequate understanding to field questions
Leads the scheduling effort of pre-planned training for all agents, for both ongoing and specialized focus groups
Supports and acts as Lead during all major weather, wildfire, Public Shut Off Events as it relates to staff planning and decision making for voluntary, mandatory, and emergency overtime

What we offer

Eligible to participate in PG&E's discretionary incentive compensation programs

Fulltime

Application Support Technology Lead Analyst - Vice President

The SRE Observability Specialist is a hands-on expert, delivering the future of ...

Location

India , Pune

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

7+ years of experience in SRE, Observability Engineering, or platform infrastructure roles focused on operational telemetry
Hands-on experience in observability tools and stacks such as Grafana, Prometheus, OpenTelemetry, ELK, Splunk, and similar platforms
Deep understanding of SLIs, SLOs, Error Budgets, and telemetry best practices in high-availability environments
Proven ability to troubleshoot integration issues and support observability across hybrid platforms (on-prem, cloud, containers)
Experience building dashboards aligned to business outcomes and incident workflows, especially in critical flows like payments
Familiarity with modern observability tooling ecosystems, including AI/ML capabilities, trace correlation, baselining, and alert tuning
Strong interpersonal and collaboration skills
Experience in enablement or platform teams with a track record of scaling best practices across diverse business units
Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience

Job Responsibility

Define the roadmap for Engineering enablers for Project Orion team aligned with enterprise reliability and SRE Services organization goals
Translate Organization strategy into an actionable delivery plan in partnership with Services Products, Operations & Engineering function, delivering incremental, high-value milestones
Understand Critical Business Services functional scope and translate into End-to-End monitoring solutions
Deliver against the observability roadmap for Services Technology by building scalable, reusable telemetry solutions
Periodic review and analyze application monitoring TOIL and collaborate with stakeholders and remediate them as per organization goal
Create and maintain dashboards and visualizations for critical client journeys, including real-time flows across Payments
Guide line-of-business teams in implementing SLIs/SLOs, golden signals, and effective alerting to support operational excellence
Support integration and adoption of observability tooling across on-prem, public cloud (AWS/GCP), and containerized environments (ECS, Kubernetes)
Customize shared dashboards and observability components in partnership with CTI and other central Engineering functions, ensuring usability and flexibility
Provide technical support and implementation guidance to SREs and developers facing integration or tooling challenges

Fulltime

Data Engineering Senior Lead Analyst - Senior Vice President

The Data Engineering Senior Lead Analyst (Data Analytics Sr Lead Analyst - C14) ...

Location

Canada , Mississauga

Salary:

145100.00 - 217700.00 USD / Year

Citi

Expiration Date

Until further notice

Requirements

10+ years of hands-on professional software engineering experience, including designing and delivering distributed systems, microservices, and full-stack applications in complex enterprise environments
Proficiency in programming in Python, JavaScript/TypeScript (React or Angular) is mandatory
Experience of using cloud services such as AWS and distributed systems such as Kubernetes, Kafka, S3, Databases like DynamoDB, MongoDB or any other NoSQL database in addition to classical RDBMS such as PostgreSQL, Oracle etc
Experience of following TDD and passionate about clean code principles
Solid understanding of GenAI principles and architectures, coupled with proficiency in frameworks and libraries (e.g., TensorFlow, PyTorch, Hugging Face Transformers) and MLOps practices for managing the lifecycle of GenAI solutions
Strong background in GenAI, including working with LLMs, Google Gemini, and vector databases (e.g. pg_vector)
experience in designing retrieval-augmented solutions is highly preferred
Solid understanding and experience of using data structures, algorithms and SQL
Able to independently work in fast paced and rapidly changing environment
Product Management Skills: Business Acumen / Roadmaps / Prioritization: Ability to collaborate with multiple stakeholders across the organization is vital. You must be able to connect technical decisions to business outcomes. This includes understanding your product's P&L, customer acquisition costs, and lifetime value. You should be adept at creating outcome-oriented roadmaps that align with business objectives, not just a list of features. This involves using sophisticated prioritization frameworks to justify your decisions with data and strategic reasoning

Job Responsibility

Conducts strategic data analysis, identifies insights and implications and make strategic recommendations, develops data displays that clearly communicate complex analysis
Mines and analyzes data from various banking platforms to drive optimization and improve data quality
Deliver analytics initiatives to address business problems with the ability to identify data required, assess time & effort required and establish a project plan
Consults with business clients to determine system functional specifications
Applies comprehensive understanding of how multiple areas collectively integrate to contribute towards achieving business objectives
Consults with users and clients to solve complex system issues/problems through in-depth evaluation of business processes, systems and industry standards
recommends solutions
Leads system change process from requirements through implementation
provides user and operational support of application to business users
Formulates and defines systems scope and goals for complex projects through research and fact-finding combined with an understanding of applicable business systems and industry standards

Fulltime

Application Development Tech Lead Analyst -Vice President

Location

India , Pune

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Experience with server operating systems (e.g., RHEL)
Must-have proficiency in scripting languages including PowerShell, Shell scripting, and Python, and automation tools such as Ansible
Required experience with cloud platforms (e.g., LightSpeed, ECScloud, Kubernetes, OpenShift, managing Pods)
Experience with SRE tools such as ELK Stack (Elasticsearch, Logstash, Kibana)
Knowledge of application monitoring tools (e.g., AppDynamics)
Experience with WebLogic, JDK/JRE, and Tomcat
Understanding of SSL certificate management
Strong troubleshooting and problem-solving skills, particularly for SFTP and middleware-related issues
Ability to work with data points for analysis and decision-making
Familiarity with disaster recovery and business continuity processes (PROB & COB)

Job Responsibility

Partner with multiple management teams to ensure appropriate integration of functions to meet goals as well as identify and define necessary system enhancements to deploy new products and process improvements
Resolve variety of high impact problems/projects through in-depth evaluation of complex business processes, system processes, and industry standards
Perform regular updates and patching of server operating systems (e.g., RHEL 7 to RHEL 8), applications, web servers, and middleware to maintain cyber hygiene and security
Ensure comprehensive backup strategies are in place for all files and folders before any system upgrade, guaranteeing quick restoration capabilities
Implement and enforce strict access controls for application team members, adhering to Citi standards for vulnerability remediation and security effectiveness
Manage and perform Quarterly WebLogic CPU Patching
Execute JDK/JRE, AppDynamics, and Tomcat upgrades as required
Oversee SSL installation and renewal for ICGA and Essbase applications to ensure secure communication
Provide stable and consistent baseline support for allocated applications, minimizing disruptions through streamlined routine tasks and proactive planning
Provide engineering support including monitoring applications, services, logs, performance, and issues to facilitate faster issue resolution

Fulltime

Technology Product Management Lead Analyst

Citibank, N.A. seeks a Technology Product Management Lead Analyst for its New Ca...

Location

United States , New Castle

Salary:

161840.00 USD / Year

Citi

Expiration Date

July 07, 2026

Requirements

Bachelor's degree, or foreign equivalent, in Electrical Engineering, Electronic Engineering, Information Technology, Computer Information Systems, or a related field, and six (6) years of experience in the job offered or in a related IT occupation gathering business requirements and performing user acceptance testing
Six (6) years of experience must include: Gathering business requirements, performing user acceptance testing and authoring business-critical documents for Software Development Life Cycle compliance
Utilizing Agile and Waterfall methodologies to deliver quality solutions to our customers in the most efficient manner
Translating high-level product visions into detailed prioritized user stories and actively participating in Agile sprint cycles
Working with data teams to ensure data structures, integrity, consistency and performance across applications

Job Responsibility

Assist Product Owners in delivering reporting and data analytics products, features and enhancements
Contribute to the development of new techniques and improvement of processes and workflows for an area or function
Evaluate moderately complex and variable issues with substantial potential impact
Develop approaches, taking into account various alternatives and balancing potentially conflicting situations using multiple sources of information
Use analytical skills to filter, prioritize and validate potentially complex and dynamic material from multiple sources
Influence decisions through advice and counsel
Facilitate services to others in area of specialization

What we offer

medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
discretionary and formulaic incentive and retention awards

Fulltime

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Customer Service Lead Analyst

Job Description

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