Commercial Card Customer Service Analyst 2

**Description**

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 explains what we do and Citi Leadership Standards 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 to are widely available to all.

The Commercial Cards business in North America provides payment solutions through Credit Cards to leading multi-national corporations and public sector agencies. The business offers various card products to meet these needs, including Purchasing, Travel & Entertainment, One Card, Fleet, and Virtual Card programs to their client base. Clients include some of Citi CMB’s largest names, as well as major government agencies.

The business provides the largest proprietary offering of any bank, spanning over 100 countries, 66 currencies and 27 languages. Wholesale Card Client Operations is closely aligned to Product, Sales, Account Management, Implementations, Capabilities, and Technology. There are many interactions between these groups which requires strong leadership to develop and maintain relationships.

**Job Background/Overview of Role**:
Client Operations Support staff are key players in the daily operations of the Canadian Commercial Cards Client Servicing team.

Operations Support staff perform multiple key operational reviews and perform analysis on time-sensitive reports while working closely with various teams across Canada & the US to ensure that the department operations run smoothly and adhere to key regulatory and control frameworks. Operations Support staff may also be called upon to support Client Servicing Officers in fulfilling client requests.

Operations Support staff hold themselves to a high standard of quality and efficiency while working in a team environment to ensure that our Client Servicing Officers, Control Monitoring Analysts, Customer Service agents, and Department Management staff can provide an exceptional customer experience to our clients.

The successful applicant must be an individual who is able to:

- Manage multiple high-visibility tasks & deliverables, and reprioritize as necessary to meet deadlines
- Perform analysis on data & reports and provide feedback to management.
- Assess processes on a continual basis to ensure department efficiency while maintaining Risk & Control standards.

**Responsibilities**:

- Liaise on behalf of Canada with internal partners in:

- US Commercial Cards Core Operations (Payments, Applications, Financial Control)
- Client Implementations
- Product and Market Management
- Sales Management
- Internal Controls & MCA Testing
- Materials Management
- US Client Servicing
- Provide support to Client Servicing Officers when required, including (but not limited to):

- Compile and distribute client reports and metrics.
- Review and ensure actioning on reporting related to servicing and control monitoring activity is completed timely.
- Support Operations Management with Third Party partner support.
- Intake invoices from third-party vendors and submit for payment.
- Perform high-level credit adjudication on applicants for Individual Liability Commercial Card programs.
- Participate in Projects related to the Canadian Commercial Cards department.
- Provide ad-hoc support to Client Servicing agents as required.

**Qualifications**
- Post-secondary education or equivalent experience.
- 2+ years of experience in a Core Operations role or equivalent (Credit card servicing environment is preferred.)
- Very strong time management skills are required, with an ability to reprioriti