Service Analyst (UAE Nationals Only) - DUBAI

Citigroup Inc.; Dubai; On-site; AED 140,000 - 210,000; Full time

Job summary

Citigroup Inc. in Dubai seeks a Service Relationship Associate to support Relationship Managers with relationship management and account servicing. You will handle day-to-day customer service activities, ensure compliance with Citi policies, and help deliver timely, error-free execution of trades and related service tasks.

The role emphasizes onboarding, proactive client engagement, process improvement, and contributing to a digitization strategy to enhance client experience and efficiency.

Qualifications

• 2–4 years of experience in a related role.
• Ability to exchange information clearly.
• Effective verbal and written communication skills.
• Demonstrated ability to work in a diverse environment.

Responsibilities

• Provide relationship management and account servicing support to Relationship Managers.
• Execute day-to-day customer service activities in line with Citi policies.
• Deliver proactive support to Relationship Managers through timely, error-free execution.
• Engage with clients for onboarding, relationship management and periodic interactions.
• Ensure compliance, risk controls and audit readiness.
• Identify process improvements and assist digitization initiatives.

Skills

Customer service

Communication

Relationship mgmt

Education

Bachelor's degree

Job description

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

• The Service Analyst reviews customer needs and proactively engages with the customer to validate their understanding of the needs and provide resolution based on those 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. The overall objective is to resolve client inquiries and issues and to 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 following the engagement model prescribed by the bank for periodic interaction with the customers (includes client onboarding, relationship management, etc.).
• Ensure all aspects of the department’s administrative functions are carried out effectively and completely in accordance with approved operating procedures of the Business.
• Compliance, Risk & Controls.
• Identify opportunities for process/service improvements and volunteer in process improvement initiatives to help the Business achieve its objectives 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., and prevent any operational risk events or breaches.
• Continue to ensure that Compliance & Regulatory risks are adequately addressed and that the Business unit is audit‑ready at all points of time.
• Accelerate delivery of service through analytical thinking and automation with a focus on process simplification & accuracy.
• Ensure all work processes are executed in compliance with the Bank’s policies and procedures, timely and error‑free, delivering consistency in client experience, in tandem with business & financial objectives, and as per regulatory requirements.
• Resolve customer queries received through various channels (email, phone, face‑to‑face interaction, etc.).
• Follow the bank’s processes for verification of documents, retention of documents, processing of instructions, servicing of clients and resolution of complaints/queries.
• Drive the Bank’s digitization strategy by actively preparing clients to be digitally equipped.

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.

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.

Job Family Group

Customer Service

Job Family

Service

Time Type

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

EEO Statement

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.