The Customer Service Intermediate 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.

Responsibilities:

• 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 and support to team and serve a point of contact for esclations
• 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
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Requirements:

• control for presence and correspondence to the local legislation and corporate requirements of the customers’ documentations for сurrency transactions;
• support of bank clients on issues related to currency transactions;
• preparing and update internal procedures related to (if necessary);
• conducting a comprehensive analysis of currency transactions in order to identify risk indicators in order to establish: presense/absence of grounds to assume that the nature or consequences of financial transactions may pose a real or potential threat to the interests of the bank and the client;
• comprehensive analysis of documents against requirements on loans/credit/refundable financial aid in foreign currency from non-resident, inputting data in relevant NBU systems, as well as informing  about agreements (changes to agreements) of the NBU in line with current legislation;
• ensure the timely updating of local applications in case of changes in currency supervision requirements;

Qualifications:

• 2-5 years of customer experience
• Relevant experience (business/financial environment) preferred
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

Education:

• Bachelor's degree/University degree or equivalent experience

What we propose:

• Competitive Compensation and Benefits. JSC “Citibank” offers competitive salaries, comprehensive health benefits, various employee perks and additional financial support during wartime in Ukraine.
• Professional exposure. Being a currency supervision adviser at JSC “Citibank” you have unique opportunity to show up your professional experience and wide range of skills. You will be engaged in country-wide or international deals and contribute to rebuild of the Ukrainian economy.
• Mode of work and office facilities. JSC “Citibank” offers hybrid mode of work, at the same time, office facilities, which are situated in the Kyiv city center, with power generator, shelter and generous teammates provides you with comfortable work atmosphere even during electricity outages and air alarms.
• Reputation and Stability. As part of Citigroup, a leading global financial institution operating in over 100 countries, JSC “Citibank” provides stable and reputable environment. It is known for its strong market presence and reliable banking services in Ukraine.
• Carrier development and Training. JSC “Citibank” invests in continuous employees development through extensive training program, mentorship and carrier development programs that support both personal and professional growth.
• Corporate Social responsibility. JSC “Citibank” is engaged in various community and social initiatives, such as supporting local and global charities, fostering financial education, promoting environmental sustainability and economic resilience of Ukraine.

The candidate should additionally meet the following criteria:

1. Professional negation and communication skills.

2. Deep knowledge of local regulation in currency supervision area.

3. Experience with foreign or large local bank dealing with multinational clients.

4. Written and spoken English skills.

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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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.

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