Citi Customer Service Intermediate Analyst 1 in Norfolk, Virginia

  • Primary Location: United States,Virginia,Norfolk

  • Education: High School Diploma/GED

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18036373


About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition at explains what we do and Citi Leadership Standards at explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

The incumbent for this role must be flexible in their work schedule. This is a Mon-Fri / 7am- 9pm operation. The work schedule start and end time will vary.

This role will serve as the primary contact for North America Federal Government clients that ensures high quality of service and customer satisfaction within Commercial Cards. In this role, the Customer Service Intermediate Analyst (also known as Dedicated CAS) acts as the day to day operational liaison between the clients and the Bank’s Operations for Purchase, Travel, Fleet and other card programs.

Responsibilities include but are not limited to:

  • Work both independently and in a team environment to deliver high levels of productivity, efficiency and ‘best in class’ service to clients

  • Respond quickly and accurately to inbound A/OPC emails and phone calls for complex maintenance requests, fraud assistance, help desk navigational support and collections inquiries to maintain a high level of client satisfaction

  • Follow established procedures/processes and Citi best practices while assisting with client inquiries

  • Maintain and utilize advanced navigation skills within the product proprietary online tool systems that support the business to deliver exceptional service and achieve operating efficiency

  • Gather information and lead the client using practical troubleshooting techniques to determine source of error

  • Completely and accurately record all client issue and resolution details for appropriate senior level awareness

  • Escalate all critical customer impacting issues to management as required

  • Influence the process of ensuring standard Commercial Card transactions are executed in a timely and accurate manner

  • Proactively identify problems that may arise for client’s accounts and interface with Operations and Technology to propose solutions

  • Ability to relate to others, provide back-up coverage for team members and assist team members during high volume periods

  • Dedicated to understanding and addressing client needs

  • Fully understand and implement Citigroup’s values: Responsibility to our clients, to each other and to our franchise Minimize risk and customer impact through increased knowledge of procedural requirements

  • Participate in client training events, conference calls and client meetings as necessary


Qualifications – External

  • 2-year college degree or equivalent work experience

  • Minimum of 3 years of customer service experience required

  • Extensive knowledge/experience servicing Commercial Card clients (3+ years)

  • Proficient with TSYS (1 & 2)

  • Demonstrated interpersonal skills and listening skills for problem identification and resolution

  • Understanding of technical troubleshooting concepts and ability to work with technical staff and non-technical customers

  • Proven analytical skills and ability to utilize logic and systematic processes to analyze and solve problems

  • Ability to manage multiple conflicting priorities and consistently meet deadlines, prioritize daily workflow

  • Ability to support the business needs during continuity of business events

  • High capacity for knowledge retention and ability to work through complex customer issues

  • High level of organization and attention to detail

  • Well-developed problem solving skills necessary to research and trouble shoot client issues

  • Strong communication (verbal and written) and diplomacy skills are required

  • Strong computer skills in Microsoft Office

  • Exceptional organizational skills