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Contact Center

3 weeks ago

Singapore Citi Full time

The Service Intermediate Analyst is an intermediate position responsible for performing moderately complex workflow analysis of departmental systems, workforce, and procedures in coordination with the Customer Service function. The overall objective is to ensure accurate reporting and compliance across all product lines.

**Responsibilities**:
Mentor and develop service agents and nurture an environment where they can excel through encouragement and empowerment
Write, design, analyze and recommend changes to moderately complex requirements relevant to the Customer Service function
Perform financial, statistical, and operational studies to assist initiatives and ongoing reporting needs of the Customer Service function
Perform feasibility analysis for process changes and partner with others outside of team to develop process improvements and solutions
Develop and maintain working industry knowledge of industry practices and standards
Recommend appropriate actions to identified problems, as needed
Provide basic assistance within a specific section of Citi’s Customer Service function
Coordinate the workflow with related functions
Manage team performing second level callbacks, NPS close feedback loop and administrative functions raised by Service agents officers/Client Correspondence Unit
Manage ESMS queue management team responsible for end-to-end resolution of the various queues raised by Service agents/Client Correspondence Unit within the stipulated timeframe and in accordance to the correct procedures
Develop performance management tracking and scorecard for the team to ensure completion of queues and tasks on daily basis without any delay or lapse
Provides back-up support by taking calls during staffing shortages, high volume activity or as needed
Manage workflow and performance metrics and proper scheduling of service agents to accommodate business needs & peak volumes

Review and manage service quality for consumer banking group

Track recurring issues and trends related to service and bring to the attention of appropriate teams
Responsible for the strategic planning and execution of all Contact Center operations, including developing and integrating processes for the continuous improvement of the customer experience
Follow-up with customers to inquire if issues has been resolved to their satisfaction
Improve operational efficiency through process improvement
Review trends for phone volume, staffing levels and customer satisfaction to determine where process improvements may be made
To facilitate, implement and manage customer experience strategies, experience/journey design initiatives to achieve business deliverables that match banking propositions
To drive a high standard of customer service, problem resolution, complaint resolution within the Citiphone team
To find, manage and analyse relevant information so as to identify opportunities for transformation/improvements
To identify opportunities for enhancement of customer experience
Design and lead initiatives to bring back lost service customers

Data Analysis

Collate meaningful data of team performance and productivity, Service agents/Client Correspondence Unit incorrect procedures, type of issues/escalations and provide analysis
Identify opportunities to improve the process to reduce queues, escalation, complaint or other administrative functions.

Team Collaboration

Establish rapport and develop good working relationship with other business units, such as Product, Technology, Core Operations, and Credit Operations for resolution of cases.

**Qualifications**:
2-5 years of experience in a related role
Proficient project management skills
Effective verbal and written communication skills
Influencing and relationship management skills
Demonstrated ability to remain unbiased in a diverse working environment

**Education**:
Bachelor’s/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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- **Job Family Group**: Customer Service
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- **Job Family**: 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.

View the " EEO is the Law " poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting