Citi Customer Service Intermediate Analyst 1 in Jersey City, New Jersey

  • Primary Location: United States,New Jersey,Jersey City

  • Education: Bachelor's Degree

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 17055780


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.

Job Purpose:

Proactively manage very profitable Correspondent Banking clients, with a focus on delivering an exceptional banking experience. Responsible for being the designated point of contact for day-to-day client inquiries for all Cash Management products.

Key responsibilities:

  • Primary day-to-day focal point of contact for clients on the Correspondent Banking team

  • Responsible to follow up on Out of Standard cases

  • Manage and own escalations through to resolution including root cause analysis, identify fix and preventative measures

  • Cross train on specific products or procedures

  • Trend and analyze opportunities for client experience optimization, process efficiencies and risk mitigation

  • Identify and implement process improvements to reduce operating deficiencies and improve productivity across products and client services

  • Engage partners to focus on issues and opportunities that differentiate Citi in the view of our clients as an excellent service provider

  • Act as liaison with internal and external cross functional partners to deliver an excellent client experience

  • Proactively ensure all transactions are executed in a timely and accurate manner to provide superior service

  • Through proactive engagement understand the client’s service needs and gaps while delivering global consistency

  • Assist with the review of PCM documentation

  • Create reports for internal and/or external distribution by understanding the needs of the clients

  • Participate in short and long-term projects as well as testing of new features/functions

Development value:

  • Relationship management skills - Increased ability to strengthen client and partner relationships regionally, increased ability to navigate internal, vendor or client organizations

  • Increased interpersonal skills – improved written and verbal communication skills

  • Professional skills – assist in providing training to peers, develop ability to multitask high profile deliverables, influencing others, ability to negotiate

  • Metrics / MIS – utilization of STaRS and departmental reports, begin to develop trending and analytical skills

  • Increased depth of overall TTS Product knowledge


Knowledge / Experience:

• 3 – 5 years of business or banking related experience

• Bachelor’s degree is a plus

• Experience with Cash Management products preferred


• Knowledge of the business and the upstream and downstream influences

• Understanding of the product and process that they support

• Aptitude for utilizing reporting tools, applications and STaRS experience a plus

• Proficient in using Microsoft Office applications


• Excellent written and verbal communication skills to interact with both internal partners and external clients

• Strong client focus and sense of ownership

• Detail oriented and good organizational skills


• Proven experience and willingness to own an issue and bring it to completion

• Ability to innovatively identify solutions proactively for client issues

• Effective in working cross functionally with regional clients and partners

• Demonstrate ability to understand and address client needs and establish long term credibility and relationships with clients