Service Analyst (UAE Nationals only ) - DUBAI

Citi bank; United Arab Emirates; On-site; AED 120,000 - 150,000; Full time

Job summary

A leading financial institution in the United Arab Emirates is seeking a Service Analyst to manage customer service activities and ensure compliance with policies and regulations. The role requires 3-5 years of experience, preferably in customer service, and a bachelor's degree. Key responsibilities include client relationship management, identifying process improvements, and adhering to KYC/AML norms. Strong communication and relationship management skills are essential for success in this position.

Qualifications

• 3–5 years of relevant experience.
• Proficient knowledge of basic bank products such as deposit accounts, credit cards, and time deposits.

Responsibilities

• Review customer needs and proactively engage with customers.
• Identify opportunities for process/service improvements.
• Ensure compliance with KYC/AML and other compliance norms.

Skills

Customer service experience

Effective written and verbal communication skills

Influencing and relationship management skills

Quick learner, self-starter

Team player

Education

Bachelor’s or university degree

Job description

The Service Analyst is 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.

Responsibilities

• Client Account Relationship Management: review customer needs and proactively engage with the customer to validate understanding and provide resolution based on customer needs.
• Execute day to day customer service activities and ensure adherence to Citi’s policies and guidelines.
• Advise CG customers to enrich the relationship by mobilizing additional funds and offering products/services.
• Review product penetration for the assigned client base and identify potential CG customers for tailored product sales.
• 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 to advance customer satisfaction, loyalty, and operating efficiency.
• Follow all the operational risk mitigants implemented in BAU through checklists and process manuals; strive for zero operational risk events/breaches.
• Ensure compliance with KYC/AML and other compliance norms.
• Accelerate delivery of service through analytical thinking and automation, focusing on process simplification and accuracy.
• Identify opportunities to streamline, straighten‑through, or centralize processing to improve operating efficiency, reduce cycle time and costs.
• Ensure all work processes are executed in compliance with bank policies, procedures, and regulatory requirements, delivering a consistent client experience.
• Complete or follow up documentation for client transactions, investments, or due diligence.
• Drive the bank’s digitization strategy by preparing clients for digital engagement.
• Appropriately assess risk when making business decisions, safeguarding Citigroup, its clients, and assets while adhering to applicable laws, rules, 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, and time deposits (preferred).
• Effective written and verbal communication skills.
• Influencing and relationship management skills.
• Quick learner, self‑starter, and the ability to take initiative.
• Good team player who works well with cross‑functional teams.
• Mature personality with a high level of initiative, self‑driven, good time management, and work integrity.

Education

• Bachelor’s or 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 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 or apply for a career opportunity, please review accessibility resources at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.