Client Service Analyst - Custody

Citigroup Inc.; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Citigroup Inc. is seeking an Customer Service Intermediate Analyst in Mumbai to provide Resolutions and support in coordination with the Customer Service team. The role requires a comprehensive understanding of custody and fund accounting.

The position focuses on managing high-profile custody clients, coaching the team, and handling escalations while maintaining regulatory compliance and strong client communication.

Qualifications

• 3–7 years of customer experience in a financial context.
• Exposure to custody and fund accounting is preferred.
• Strong analytical and communication skills with cross-functional impact.

Responsibilities

• Manage a portfolio of custody clients with timely, professional resolutions.
• Provide coaching and act as a contact for escalations.
• Develop client portfolios through regular calls and meetings.
• Inform clients about issues and provide updates on resolutions.
• Drive process improvement to enhance client experience.
• Keep up-to-date with market and regulatory changes affecting portfolios.
• Escalate feedback and processing delays appropriately.
• Conduct analyses and coordinate with internal teams for escalations.
• Support reviews, audits, capacity planning, and reporting.
• Participate in inquiry-volume reduction and cross-department initiatives.

Skills

Customer Experience

Project Management

Analytical Skills

Written & Verbal Communication

Stakeholder Influence

Risk Management

Team Coaching

Education

Bachelor's degree

Job description

The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

The role requires a comprehensive understanding of custody and fund accounting.

Responsibilities

• Manage a portfolio of high-profile Custody clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• Provide coaching and support to team and serve a point of contact for escalations.
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Escalate customer feedback, processing delays and errors appropriately
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications

• 3-7 years of customer experience
• Relevant experience (business/financial environment) preferred
• The role requires a comprehensive understanding of custody and fund accounting.
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

Education

• Bachelor's degree/University degree or equivalent experience

Job Family Group

Customer Service

Job Family

Institutional Customer Service

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

Customer Financial Services, Customer Queries, Customer Service, Customer Service Resolution.

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