Customer Service Intermediate Analyst at Citi

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

10 Apr, 26

Salary

0.0

Posted On

10 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Service, Transaction Management, Asset Servicing, Securities Lending, Project Management, Organizational Skills, Risk Management, Communication, Investigative Skills, Analytical Skills, Customer Service, Relationship Building, Quality Results, Process Improvement, Regulatory Knowledge, Escalation Management

Industry

Financial Services

Description

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges. We’re currently looking for a high caliber professional to join our team as Customer Service Intermediate Analyst based in KL. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support. Responsibilities: Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards Provide coaching and support to team and serve a point of contact for escalations Develop and maintain client portfolio through regular calls and face to face interaction, as needed Inform clients about problems (system failures, market issues) and provide regular resolution updates Advise on and advocate the implementation of process improvement and reengineering to improve client experience Maintain knowledge of new market and regulatory requirements affecting client portfolio/base Escalate customer feedback, processing delays and errors appropriately Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives Appropriately assess risk when business decisions are made, demonstrating particular consideration forthe firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency. Qualifications: 1-3years of Client Service/Custody experience Relevant Transaction Management/Asset Servicing/Securities Lending (business/financial environment) preferred Demonstrated project management and organizational skills to prioritize multiple tasks Proven self-reliance and accountability and ability to manage risk Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders Proven investigative and analytical skills Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results Education: Bachelor’s/University degree or equivalent experience ------------------------------------------------------ Job Family Group: Operations - Transaction Services ------------------------------------------------------ Job Family: Asset Servicing ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.

Responsibilities

The Customer Service Intermediate Analyst is responsible for managing a portfolio of high-profile clients, ensuring timely and professional resolution of queries. The role also involves providing coaching to the team and advocating for process improvements to enhance client experience.