Citi

Customer Service Intermediate Analyst

Citi

full-time

Posted on:

Location Type: Hybrid

Location: Kuala Lumpur • Malaysia

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About the role

  • 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 for the 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.

Requirements

  • 3 -5 years 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
  • Bachelor's degree/University degree or equivalent experience.
Benefits
  • Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more.
  • Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
  • We have a variety of programs that help employees balance their work and life.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
project managementanalytical skillsrisk managementprocess improvementtransaction managementasset servicingsecurities lendingaudit preparationcapacity planningreporting
Soft skills
client servicecoachingcommunicationself-relianceaccountabilityorganizational skillsproblem-solvingrelationship buildinginfluencing stakeholdersethical judgment