Customer Service Analyst (Payment Platforms)

Join Citi's global customer service team and play a key role in delivering high-quality support for payment platforms and electronic banking services to clients around the world. As a Customer Service Analyst, you will act as the primary point of contact for clients and internal teams, resolving issues efficiently while maintaining a clear focus on client outcomes and service quality. This is a client-facing role that combines analytical thinking with relationship management in a fast-paced, globally connected environment.

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 global operations coverage. Beneficial Skills & Qualifications Prior experience in a customer service role within a banking or financial services environment, with exposure to electronic banking or payment systems. Familiarity with how payment transactions are processed within electronic banking platforms, including knowledge of common failure scenarios and resolution paths. Up to 2 years of experience in a client-facing or support role, with a focus on issue resolution and relationship maintenance.

At Citi, you will be part of a collaborative, performance-driven team that operates on a global scale. This role offers real client impact from day one, alongside structured opportunities to develop your expertise in payment services and electronic banking support. Hybrid working model with 3 days in the office and 2 days working remotely, giving you flexibility while keeping you connected to your team. Exposure to global payment platforms and electronic banking systems, building specialist knowledge that is in high demand across the financial services industry. Clear career progression pathways within Citi's global customer service and operations network. Ongoing learning and development opportunities to grow your analytical, technical, and client management capabilities. The opportunity to work within a high-performing global team, collaborating across time zones and functions to deliver meaningful outcomes for clients. A structured and supportive work environment where your contributions directly impact client satisfaction and service quality.