Customer Service Analyst (Payment Platforms

Customer Service Analyst (Payment Platforms) Job Req :

Bogotá, Bogota D.C., Colombia

Hybrid

Aug. 10, 2026

Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

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.

• 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.

• 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…