Publication date: 15 May 2019

Customer Service Analyst

Citi Service Center Poland


Category: Analytics & Reporting

Level of English: C1-C2

Ref. no.: 18075323

Position level: Specialist



Citi Service Center Poland is an initiative to establish a network of service centers providing services to other entities operating within the Citigroup around the world. Citi Service Center Poland employs over 3800 highly qualified staff in three locations: Warsaw, Olsztyn and Lodz.


Currently we provide services to over 90 countries in Europe, Asia, Africa, both Americas and Australia. Our employees use over 27 languages every day. Working in our organization involves working on international projects, in dynamic environment.

Customer Service Analyst
Work place: Olsztyn


What would you do as a Customer Service Analyst?
  • Manage client relationships, ensuring all their queries are acknowledged, investigated and resolved;
  • Develop and maintain excellent client relationship;
  • Proactively review and resolve problems through analysis and liaising with internal teams and departments across the globe; 
  • Support Clients to help them understanding their transactional and inquiry activity. Host review calls to discuss and analyze these and work with clients to improve their productivity & usage of self-service tools where applicable; 
  • Proactively inform customer about problems (system failures, market issues) and provide regular updates on their resolution;
  • Stay updated on all new market and regulatory requirements affecting client portfolio/base;
  • Escalate customer feedback, processing delays and errors appropriately;
  • Lead and participate in cross departmental initiatives;
  • Be involved and understand Monetary Claim issues;
  • Proactively aim to reduce query volume.


What do we expect from our Customer Service Analysts?
  • Experience in customer services and/or finance;
  • Client focus;
  • Proven track record of managing client relationships and delivering high quality customer  service;
  • Fluency in English, excellent communication skills both written and oral;
  • Microsoft applications (Word, Excel, Access, PowerPoint) proficiency with very strong computer/technical skills;
  • Experience in a fast paced team environment (experience as a senior member or SME would be an advantage);
  • Ability to influence stakeholders to achieve results;
  • Superior investigative and analytical skills with proven ability to understand and interpret statistics and metrics;
  • An ability to build relationships easily;
  • Excellent problem solving skills;
  • Accountable and self-reliant
  • Excellent time management & prioritization skills.
What would you get in return?
  • Challenging job offering constant development opportunities
  • Social benefits (e.g. private healthcare care, Benefit System, life insurance);
  • Access to broad offering of classroom and online trainings, as well as job shadowing opportunities;
  • Language courses discounts;
  • Fruit, juices and coffee;
  • A chance to work in a friendly, dynamic and multinational environment;
  • Possibility to cooperate with teams around the world, English usage on a daily basis;
  • Opportunity to influence the way you perform your tasks - our teams are constantly looking for new and better ways and encourage all improvement ideas.

To apply for the vacancy please click on the 'APPLY' button below.


Please be informed that we will contact selected candidates only. You are kindly requested to include the following clause in your application: “I hereby give my consent to the processing of my personal data included in my job application for the purpose of the recruitment process and after its completion for the purpose of future recruitments (pursuant to the Personal Data Protection Act as of 29 August 1997, Journal of Laws No. 133, item 883).

Citi is registered trademark of Citigroup Inc., used under license. Citigroup Inc. and its subsidiaries are also entitled to rights to certain other trademarks contained herein.
Citibank Europe PLC

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