Service Analyst (UAE Nationals only ) - DUBAI

Citigroup Inc.; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

A global banking corporation is seeking a Service Analyst in Dubai. This role involves managing client relationships, executing day-to-day customer service activities, and advising clients on banking products. Successful candidates will have 3-5 years of relevant experience and strong communication skills. The position demands a proactive approach and the ability to work cross-functionally. Compliance with bank policies and customer engagement is critical to ensure an excellent client experience.

Qualifications

• 3-5 years of relevant experience.
• Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits.
• Quick learner, self-starter, and proactive initiative.

Responsibilities

• Manage client relationships and engage to provide resolution.
• Execute customer service activities in coordination with the Customer Service function.
• Advise customers to enrich relationships and mobilize additional funds.

Skills

Customer Service experience

Effective written and verbal communication skills

Influencing and relationship management skills

Ability to work well with cross-functional teams

Education

Bachelor’s/University degree or equivalent experience

Job description

The Service Analyst is responsible for executing day to day customer service activities while ensuring adherence to Citi’s policies and guidelines. The overall objective is to resolve client inquiries and issues and to provide ongoing customer support.

Responsibilities

• Manage client relationships, review customer needs, and proactively engage to validate understanding and provide resolution.
• Administer client requirements and execute day to day customer service activities in coordination with the Customer Service function.
• Advise CG customers to enrich relationships by mobilizing additional funds.
• Review product penetration, identify potential CG customers, and sell tailored products to enhance penetration.
• Ensure coverage of all relationships through customer engagements and follow the engagement model prescribed by the bank.
• Identify opportunities for process/service improvements and volunteer in process improvement initiatives.
• Follow all operational risk mitigants implemented in BAU and ensure compliance and regulatory risks are addressed.
• Accelerate delivery of service through analytical thinking, automation, and process simplification.
• Ensure KYC/AML and other compliance norms are strictly adhered to.
• Identify opportunities for streamlining processing to improve operating efficiency, reduce cycle time, and lower costs.
• Execute work processes in compliance with bank policies and procedures, delivering consistency in client experience.
• Complete documentation for client transaction/investment needs or due diligence purpose.
• Drive bank’s digitization strategy by preparing clients to be digitally equipped.
• Assess risk when business decisions are made, uphold Citigroup’s reputation, and drive compliance with applicable laws and regulations.

Qualifications

• 3-5 years of relevant experience.
• Customer Service experience, preferred.
• Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits.
• Effective written and verbal communication skills.
• Influencing and relationship management skills.
• Quick learner, self-starter, and proactive initiative.
• Good team player and ability to work well with cross-functional teams.
• High-level initiative, self-driven, good time management, and work integrity.

Education

• Bachelor’s/University degree or equivalent experience.

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

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