Service Analyst

Citigroup; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Citigroup in Dubai seeks a Service Relationship staff to manage client accounts, assess needs, and proactively engage to provide resolutions in line with client requirements.

The role emphasizes delivering day-to-day customer service, ensuring adherence to Citi’s policies, and identifying opportunities for improving processes and customer satisfaction while maintaining regulatory compliance.

Qualifications

• Bachelor's degree or equivalent experience.
• Clear and concise communication skills.
• Ability to remain unbiased in a diverse working environment.

Responsibilities

• Client Account Relationship Management and proactive engagement to understand needs and provide resolutions.
• Execute day-to-day customer service activities in line with Citi policies.
• Resolve client inquiries and provide ongoing customer support.
• Advise customers to enrich relationships and cross-sell products/services.
• Identify opportunities to improve processes and service delivery.

Skills

Communication

Verbal and written communication

Diversity & inclusion awareness

Education

Bachelor's degree or equivalent

Job description

Job Location: Dubai, United Arab Emirates

Job Reference/ID: 26977478

Job Description / Role:

The Service Relationship staff will provide Client Account Relationship Management, review customer needs and pro-actively engage with the customer to provide resolution based on customer needs.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Key Responsibilities:

• Client Account Relationship Management, review customer needs and pro-actively engage with the customer to validate the understanding of the needs and provide resolution based on customer needs.
• Responsible for executing day to day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function.
• Resolve client inquiries and issues and to provide on-going customer support.
• Advise CG customers to enrich the relationships by mobilizing additional funds and to be able to buy products/services.
• Review product penetration for the assigned client base, identify potential CG customers who can be sold tailored products to enhance product penetration.
• Ensure coverage of all the relationships through customer engagements.
• Follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.).
• Identify opportunities for process/service improvements and volunteer in process improvement initiatives to help Business achieve its objective in Building Customer Satisfaction and Loyalty as well as operating efficiency.
• Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc.
• Ensure that Compliance & Regulatory risks are adequately addressed and that the Business unit is in Audit ready state at all points of time.
• Accelerate delivery of service through Analytical thinking and Automation with focus on process simplification & Accuracy.
• Ensure that KYC/AML and other compliance norms are strictly adhered to.
• Identify opportunities for streamlining/straight-through/centralized processing so as to significantly improve our operating efficiency, reduce cycle time and costs.
• Ensure all work processes are executed in compliance with Bank’s policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement.
• Complete/follow-up documentation for client’s transaction/investment needs or due diligence purpose.
• Drive Bank’s digitization strategy by actively preparing clients to be digitally equipped.
• 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Experience Required:

• 3-5 years of experience in a related role
• Basic level of experience in a related role (combination of education/experience)

Education Qualifications:

• Bachelor’s/University degree or equivalent experience

Skills Required:

• Ability to exchange information in a clear and concise way
• Effective verbal and written communication skills
• Demonstrated ability to remain unbiased in a diverse working environment

Employment / Job Type: Full Time

Nationality: UAE National (Emiratisation)

About the Company:

A global financial services firm offering corporate and investment banking, treasury and trade solutions, markets, securities services and wealth management. It serves institutional and individual clients with a long established presence in Gulf markets.

Company Industry: Banking Jobs

Department / Functional Area: Customer Service

Closing Date: Not mentioned (apply as soon as possible)