Responsibilities
- Serve as the primary contact for clients and internal partners, coordinating with cross-functional teams to identify and resolve service issues in a timely manner.
- Manage and respond to incoming client tickets related to payment platform support and electronic banking applications, ensuring every inquiry is handled to a high standard.
- Analyze client needs and service disruptions — including system failures and market-related issues — and communicate clear, accurate resolutions directly to clients.
- Maintain and develop a client portfolio through regular calls and direct interactions, building reliable relationships that support long‑term service quality.
- Keep clients informed of ongoing issues and provide consistent progress updates until full resolution is achieved.
- Assess the risk implications of service decisions, ensuring actions align with regulatory requirements and Citi's compliance standards.
- Escalate control issues transparently and contribute to a service environment where compliance and ethical conduct are maintained at all times.





Required Qualifications & Skills
- Bachelor's degree or university degree in Administration, Finance, Engineering, or a related field, or equivalent practical experience.
- English proficiency at B2 level or above, with the ability to communicate clearly in both written and verbal formats, including handling client calls in a global team context.
- Analytical and investigative skills, with the ability to assess situations, identify root causes, and deliver well‑reasoned resolutions.
- Demonstrated ability to manage competing priorities and deliver results with limited supervision within a team environment.
- Solid computer proficiency and the ability to navigate digital tools and service management systems effectively.
- Flexibility to participate in a weekend and public holiday rotation to support continuous integral operations coverage.

Beneficial Skills & Qualifications
- Prior experience in a cu

📌 Customer Service Analyst (Bogotá)
🏢 Citibank (Switzerland
📍 Bogotá