Officer - Customer Service Intermediate Analyst

1 week ago

Penang, Malaysia Citi Full time

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.

Citi’s **Treasury and Trade Solutions (TTS) **provides global solutions that can help clients drive their business forward while investing in innovation to bring new solutions to life.

We’re currently looking for a high caliber professional to join our team as **Officer, Customer Service Intermediate Analyst - Hybrid** (Internal Job Title: Customer Svc Intmd Analyst - **C11**) based in Penang, Malaysia. 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. For instance:

- Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
- We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That is why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
- We empower our employees to manage their financial well-being and help them plan for the future.
- 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, including generous paid time off packages.
- We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

**In this role, you are expected to**:

- 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, consulting 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.
- Manage the daily team activities and ensure the daily operation run smoothly.
- Manage operation KPI and review and monitor team dashboard and scorecards.
- Work under critical/ challenging working environment and extended hour
- 3-5 years of customer experience
- Relevant experience (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
- Good team player with willingness to learn and drive initiative.
- Excellent communication skills
- Positive attitude - Open for feedback
- Well verse in Cantonese and Mandarin language (Written and Spoken)

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 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.
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer Service
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay

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