Service Analyst (UAE Nationals Only) - DUBAI

Citi; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

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

Responsibilities include reviewing customer needs, executing daily service tasks, ensuring compliant and timely execution of trades, and proactively supporting relationship management through digitization and process improvements.

Qualifications

• 2–4 years of experience in a related role
• Basic level of experience in a related role (education/experience)
• Ability to exchange information clearly and concisely
• Effective verbal and written communication skills
• Demonstrated ability to remain unbiased in a diverse environment

Responsibilities

• Review customer needs and proactively engage to validate understanding
• Execute day-to-day customer service activities in line with Citi policies
• Provide strong support to Relationship Managers via timely, error-free trades and service
• Engage with customers to cover all relationships and ensure ongoing support
• Ensure compliance with risk controls and regulatory requirements
• Identify opportunities for process and service improvements and contribute to initiatives
• Drive digitization by preparing clients to be digitally equipped

Skills

Verbal communication

Written communication

Customer service

Relationship management

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, to 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. The overall objective is to resolve client inquiries and issues and to provide on-going 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 the relationships through customer engagements.
• Ensure all aspects of the department’s administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business.
• Compliance, Risk & Controls.
• Ensure coverage of all 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.
• Continue to 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.
• Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc. No operational risk events/breaches.
• To 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.
• Resolve customer queries received through various channels (Email/Phone/Face to face interaction etc.).
• Follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management 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 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.

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

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