Customer Svc Intmd Analyst

2 weeks ago

Penang, Malaysia Citi Full time

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 esclations - 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 - Build productive relationship with client seniors, partnering to understand more intimate client details: interfaces, structure, goals, future plans, and decision processes. - Frequent client contacts / pulse calls, as well as formal questionnaires to ascertain client satisfaction and identify areas for improvement. **Qualifications**: - Minimum Bachelor's Degree, preferably in Finance / Business or related. - 3-5 years of extensive experience in managing client relationships required with knowledge of Cash, Electronic Banking - Highly effective written and oral communication skills. - Meticulous and ability to multi-task. - Organized team player and enthusiastic about delivering quality solutions while working with world class teams, processes and tools. - Demonstrated ability to provide outstanding client service at a senior level - Ability to develop client solutions - Ability to identify and implement effective process improvements - Intermediate to Advanced level MS Office Skills - Exceptionally strong interpersonal & relationship-building skills **Education**: - Bachelor's degree/University degree or equivalent experience - **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 Transparency Posting

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