The Client Mgt IntmdAssocAnalyst is a developing professional role which integrates in-depth specialty knowledge with a solid understanding of industry standards and practices; demonstrates good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams **Responsibilities**: - Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end. - Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals. - Manages the internal Client at Risk process & supports escalation resolution as necessary to facilitate timely resolution. - Resolves inquires and manages customer issues based on empowerment grid to higher prescribed limits. - Mentors and trains new Client Experience Specialists. Uses excellent communication skills to exchange information in a concise manner, as well as be sensitive to audience diversity - Employs a positive and engaging attitude with clients, is always polite and professional. - Follows through on customer inquiries, requests, and complaints, ensuring they are appropriately recorded and escalated. - Communicates regularly with clients, keeping them up to date and managing their expectations. - Adheres to client specific timelines and SLAs reports and communications. - Takes personal responsibility for identifying relevant training resources continuously to improve product and process expertise. - Request feedback and learns through review of work products and interactions with others. - Stays professionally current through building connections to information sources at Citi. - Applies process and product knowledge to identify improvements that increase automation and efficiency. - Completes daily tasks within the normal working day parameters and keeps overtime to a minimum. - Works a “right-first-time” principle and manages exceptions appropriately - Proactively identifies and pursues ways of improving personal performance and day business processes. - Contributes to discussions on process improvements. - Conducts day-to-day processes in accordance with documented procedures. - Understands the key sources of operational risk in their business. - Complies fully with all control requirements as per procedures documentation - Escalates control issues in a timely and appropriate fashion. - Participates willingly by supporting team decisions, assisting other team members, and diligently meeting own goals and deadlines. - Shares all relevant and useful information with team members. - Always contributes to a harmonious and respectful working environment. - Delivers verbal communication un a clear and structured manner to meet the needs of the audience. - Develops written material that is clear, concise, and accurate. - Listens actively to others, acknowledges different perspectives, and reacts appropriately to written, verbal and non-verbal cues. - Provides fact-based information to positively influence stakeholders. - Facilitates communication between others, proactively helping to avoid misunderstanding or conflict. **Qualifications**: - 2-5 years relevant experience Experience in client facing level 1 tech support or client service - Excellent attention to detail and excellent problem solving skills - Excellent interpersonal, verbal & written communication skills - Ability to thrive in a high volume team environment - Ability to educate clients on navigation and functionality in a virtual environment - Experience working directly with clients - Ability to analyze potential issues, document the relevant details and escalate to the appropriate tech/product - Excellent organizational, time management, and prioritization skills **Education**: - Bachelor's degree/University degree or equivalent experience - **Job Family Group**: Customer Service - **Job Family**: Institutional Customer Service - **Time Type**: Full time - Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting