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We live in an increasingly complex world. Companies these days are either born global or are going global at record speed. Business and geopolitics are forging an entirely new dynamic and consumers now expect financial services to be a seamless part of their digital lives. **Citi** is a bank that’s uniquely positioned for this moment. Through our vast global network and our on-the-ground expertise, we can connect the dots, anticipate change and empathize the needs of our clients and customers in ways that other banks simply cannot.

**Shape your Career with Citi**

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, Digital Client Support Analyst 2 - C10 - Hybrid** (Internal Job Title: Digital Client Support Analyst 2 - **C10**) 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.
- 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.

**In this role, you’re expected to**:

- Manage and address technical related queries from Client, Operations Team and In-country Technical Teams.
- Track and manage resolution for cases escalated to upper level support team, both internal and external)
- Verification of system setups to ensure client payments, reports are in accordance with client requirement, including board resolutions
- Work closely with Technology team, product teams, vendors, and other internal teams to resolve system issues/defects, bug fixes and address client’s queries.
- Manage external support team to ensure that they meet the agreed SLA
- Conduct client consulting and introduce best practice to client on Citi e-banking platform
- Closely work with Project Management Team and responsible for Production Validation Test for all new enhancements and projects.
- Work closely with Technology Implementation Team, Development Team, Product Teams, Vendors, and other internal teams to resolve system issues/defects, bug fixes and address client’s queries.
- Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
- Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
- Conduct necessary analyses to address client needs
- Conduct ad-hoc or scheduled training sessions
- Inform clients about problems (system failures, market issues) and provide regular resolution updates
- This role requires weekend support, Saturday & Sunday and off day falls during weekdays. Need to support 2 shifts: 9am - 6pm & 12pm to 9pm.
- Bachelor’s/University degree or equivalent experience
- Relevant of experience in a related role in cash and trade operations and management
- Good customer service, communication and interpersonal skills
- Knowledge in Cash (payment, collection) and Trade Products
- Proficient in Microsoft Office and Knowledge on Window’s, Operating Systems and Apple’s environment setting, such as Java, IE/Safari, Androids
- Consistently demonstrate clear and concise written and verbal communication
- Good understanding of basic Host to Host Protocols and Encryption types, good problem resolution skills and ability to break down complex issues
- Proven investigative and analytical skills
- Demonstrated ability to present concepts and influence change
- Good client communication skills and ability to work with various functional partners
- Ability to work under tight timeline as there will be Service Level Agreements to follow depending on the severity of the issue.
- Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
- Proven ability to work under limited supervision within a team environment

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, colo