Service Analyst

United States Citigroup; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Citi in Dubai is seeking a Service Relationship Associate to provide excellent relationship management and account servicing support to Relationship Managers, driving productivity in acquiring, deepening, and broadening client relationships.

The role involves reviewing customer needs, handling day-to-day service activities, resolving inquiries, and ensuring compliant, timely execution of trades and client interactions.

Qualifications

• 2–4 years of experience in a related role.
• Ability to exchange information clearly and concisely.
• Effective verbal and written communication skills.
• Demonstrated ability to remain unbiased in a diverse environment.
• Bachelor's or University degree or equivalent experience.

Responsibilities

• Review customer needs and engage to validate understanding.
• Execute day-to-day customer service activities in line with Citi policies.
• Resolve client inquiries and provide ongoing support.
• Support Relationship Managers with timely and error-free service.
• Assist with onboarding and relationship management activities.
• Identify opportunities to improve processes and efficiency.

Skills

Communication skills

Verbal and written communication

Customer service experience

Education

Bachelor's degree or equivalent experience

Job description

Service Relationship Associate

The Service Relationship Associate staff will provide excellent relationship management and account servicing support to Relationship Managers so that as a team there is greater productivity in acquiring, deepening and broadening existing and potential relationships.

Responsibilities

• Review customer needs and proactively engage with the customer to validate understanding of needs and provide resolution based on those needs.
• Execute 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 provide ongoing customer support.
• Ensure consistently strong and proactive support is given to Relationship Managers through timely and error‑free execution of trades and all other aspects of service and customer relationship management.
• Ensure coverage of all relationships through customer engagements.
• Carry out all aspects of the department’s administrative functions effectively and completely in accordance with approved operating procedures.
• Follow the engagement model prescribed by the bank for periodic interaction with clients, including onboarding, relationship management, and related activities.
• Identify opportunities for process‑service improvements and volunteer in process improvement initiatives to help the business achieve its objectives in building customer satisfaction, loyalty, and operating efficiency.
• Follow all operational risk mitigants implemented in BAU through checklists and process manuals, ensuring compliance with regulatory risks and maintaining audit‑ready status at all times.
• Accelerate service delivery through analytical thinking and automation with a focus on process simplification and accuracy.
• Resolve customer queries received through various channels such as email, phone, and face‑to‑face interaction.
• Follow the bank’s processes for verification of documents, retention of documents, processing of instructions, servicing of clients, and resolution of complaints.
• Drive the bank’s digitization strategy by actively preparing clients to be digitally equipped.
• Other job‑related duties may be assigned as required.

Qualifications

• 2–4 years of experience in a related role.
• Basic level of experience in a related role (combination of education/experience).
• 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.
• Bachelor/University degree or equivalent experience.