Mys Ctsm Pg- Customer Service Analyst

1 week ago

Penang, Malaysia Citi Full time

** & OVERALL PURPOSE OF THE JOB**

Citibank is a leading provider of integrated regional and global Commercial Cards solutions, providing end-to-end cards issuing solutions to many Fortune 500 clients. As our footprint continues to grow rapidly across key Asian markets, Citi is seeking dynamic client focused individuals with a passion for driving client relationship and revenue growth through use of consultative dialogue and stakeholder management.

**KEY RESPONSIBILITIES**
- Gain sufficient knowledge on Commercial Cards product features, operational and technology aspects and clients.
- Acquire expertise on complete workflow of inquiry life cycle, teams involved, and their inter dependencies.
Act as liaison between clients and Operations for problem identification and resolution.
- Maintain client satisfaction by responding to and resolving problems quickly, focusing on First Touch Resolution
- Ensure that the cases are resolved within predefined standard turnaround time.
Demonstrate ability to look beyond the surface of operational issues by identifying root causes, identifying solutions, and championing the initiative to improve/fix the issues.
- Escalate issues to the next level of support when necessary.
Act as a client advocate and having an end-to-end ownership to client issues.
- Able to work on multiple shifts, rotate. Currently the team works on 24/7 shift
**DEVELOPMENTAL VALUE**
- Understanding of Commercial Cards business dynamics
- Client Service methodology
- Analytical skills
- Interaction with Cards Product Management, Implementation, Operations and Technology
**KEY COMPETENCIES / SKILLS**

**Business/ Industry Knowledge/ Competencies**:

- University Degree in Finance or Administration
- Capable to speak in both Cantonese and Mandarin language
- At least 3 years of banking experience in Client Service in Transaction Services and/or Corporate Banking
- Experience with Commercial Cards products
- Experience in delivering client service functions to large client base
**Personal Attributes/ Interpersonal Skills**:

- Strong Client Orientation
- Strong Problem Solving
- Strong Analysis
- Strong Attention to Details
- Strong Written and Verbal Communication
- Good Team Player
- Able to work under pressure and meet tight deadlines
- Working knowledge of Microsoft Office products and Call Management System.
- Effectively prioritize time and manage deadlines.
- Ability to effectively deal with diverse personalities and backgrounds
- Proven ability to utilize logic and systematic processes to analyze and solve problems
- Well-developed problem solving skills necessary to research and trouble shoot client issues.
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer Service
- **Time Type**:
Full timeCiti 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 Transparency Posting

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