Officer, Customer Service Analyst

Citigroup Inc.; Mumbai; Hybrid; INR 300,000 - 400,000; Full time

Benefits offered by this job

Hybrid work model

Global exposure

Client engagement

Career development

Competitive benefits

Job summary

Citi is seeking a Customer Service Analyst to join its banking operations team in Mumbai. The role focuses on serving as a primary contact for clients and internal partners across inter-bank transfer activities, handling inquiries, and delivering clear resolutions.

This entry-level position supports clients through the full resolution lifecycle, with tasks spanning analyses, client communication, and collaboration with cross-functional teams in a global banking environment.

Qualifications

• Experience in customer service within the banking sector and familiarity with inter-bank processes.
• Ability to investigate issues analytically, assess risks, and deliver resolutions.
• Clear written and verbal communication, engaging multiple stakeholder levels.
• Proven track record of delivering high-quality client service and building relationships.

Responsibilities

• Act as primary contact for internal partners and clients, coordinating with cross-functional teams to resolve service issues.
• Handle inquiries related to inter-bank transfers and banking operations, ensuring quality responses.
• Conduct analyses of client needs and account activity to determine resolutions.
• Communicate outcomes clearly and professionally to clients, maintaining high written and verbal standards.
• Support client visits and relationship interactions, presenting Citi professionally.
• Monitor compliance and uphold Citi policies and regulatory requirements.
• Coordinate availability across standard and extended hours, including US time zones.

Skills

Banking operations

Issue analysis

Client communication

Relationship building

US hours availability

Bachelor's degree

Education

Bachelor's degree or equivalent experience

Job description

Citi is looking for a Customer Service Analyst to join its banking operations team, serving as a key point of contact for clients and internal partners across onshore and offshore inter-bank transfer activities. In this entry-level role, you will support clients through the full resolution lifecycle - handling inquiries, conducting analyses, and communicating outcomes with clarity and precision. This is an opportunity to build a career in financial services at a global institution where your work directly impacts client satisfaction and operational integrity.

Responsibilities

• Act as the primary point of contact for internal partners and external clients, coordinating with cross-functional teams to identify and resolve service issues in a timely manner.
• Handle client inquiries related to inter-bank transfers and banking operations, ensuring responses meet both client expectations and departmental quality standards.
• Conduct structured analyses of client needs and account activity to determine and deliver appropriate resolutions.
• Communicate resolution outcomes to clients clearly and professionally, maintaining a high standard of written and verbal correspondence.
• Support client visits and relationship interactions, representing Citi in a professional and service-focused manner.
• Monitor and elevate compliance and control matters appropriately, upholding Citi's policies, regulatory requirements, and ethical standards in every business decision.
• Coordinate availability across standard and extended working hours, including US time zones, to support global client servicing needs via phone and email.

Required Qualifications & Skills

• Experience in customer service within the public or private banking sector, including familiarity with financial institution operations and inter-bank processes.
• Ability to investigate client issues analytically, assess associated risks, and deliver well-reasoned resolutions.
• Clear and concise communication skills in both written and verbal formats, with the ability to engage clients and stakeholders at multiple levels.
• Proven ability to deliver high-quality client service consistently, with a focus on building lasting client relationships and achieving measurable results.
• Availability to work standard hours of 10:00 - 18:30 with flexibility to extend to US business hours and respond to client needs via phone or email.
• Bachelor's degree or equivalent professional experience.

Beneficial Skills & Qualifications

• Prior experience in an onshore or offshore banking center environment, particularly in inter-bank transfer or treasury operations.
• Demonstrated ability to present concepts clearly and influence change across teams or stakeholders.
• Ability to join and contribute from an early start date.

What We Offer

At Citi, you will be part of a globally connected banking operations team where your contributions have a direct impact on client outcomes and service quality. We support your professional growth through meaningful day-to-day work, exposure to cross-border banking operations, and a collaborative team environment focused on performance and delivery.

• Hybrid working arrangement with 3 days in the office and 2 days working remotely, providing structure alongside flexibility.
• Exposure to onshore and offshore banking operations, including inter-bank transfer processes and financial institution partnerships, broadening your technical expertise in financial services.
• Direct client engagement experience, including the opportunity to participate in client visits and develop client relationship skills in a professional banking environment.
• Access to learning and development opportunities to support career progression within Citi's global network.
• A performance-driven team culture that values precision, accountability, and measurable client impact.
• Competitive compensation and a comprehensive benefits package aligned to your location.

Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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