CitiConnect Client Support Specialist (Mandarin/ Cantonese Requirement)

Citibank (Switzerland) AG; Kuala Lumpur; On-site; Confidential; Full time

Benefits offered by this job

Hybrid work model

Learning and development opportunities

Global exposure

Job summary

Citi in Kuala Lumpur is seeking a CitiConnect Client Support Specialist to deliver expert technical and operational support across Citi's e-banking platforms, acting as the primary contact for corporate clients navigating connectivity and payment challenges. The role emphasizes resolving issues, maintaining SLAs, and advising clients on best practices while coordinating with technology teams.

The role offers a hybrid work model with some in-office days and opportunities across Citi's global

Qualifications

• Bachelor's degree or equivalent experience.
• 4-8 years in a client-facing support or technical service role.
• Experience resolving complex issues under tight timelines.
• Knowledge of Host-to-Host protocols, encryption, and connectivity.

Responsibilities

• Serve as the primary contact for corporate clients, managing end-to-end production support across CitiConnect platforms.
• Diagnose and resolve advanced technical queries on connectivity, encryption, and file formats.
• Track escalations through to resolution and communicate updates within SLAs.
• Verify configurations to ensure payment flows and reports meet requirements.
• Advise clients on best practices and conduct sessions to improve adoption.
• Monitor external support teams and enforce service standards.
• Maintain client relationships with regular communications about disruptions and timelines.
• Identify and escalate control and compliance concerns.

Skills

Host-to-Host protocols

Encryption types

Client-facing support

Technical troubleshooting

Cross-functional collaboration

Analytical skills

Communication

Weekend availability

Education

Bachelor's degree

Tools

Microsoft Office

Windows

macOS

Job description

Citi is looking for a CitiConnect Client Support Specialist to join its Cash and Trade client services team, delivering expert technical and operational support across Citi's suite of e-banking platforms. In this role, you will be the primary point of contact for corporate clients navigating complex connectivity, payment, and platform challenges — turning issues into resolutions and building lasting client confidence. Your work directly supports the reliability and quality of services that clients depend on every day.

Responsibilities

• Serve as the dedicated point of contact for corporate clients and internal partners, managing end-to-end resolution of production support issues across CitiConnect platforms including CitiDirect, CitiConnect for Swift, CitiConnect API, and CitiConnect for Files.
• Diagnose and resolve advanced technical queries related to Host-to-Host connectivity, encryption, certificate updates, and payment file format validation, coordinating with technology teams, vendors, and product teams as needed.
• Track escalated cases through to resolution, ensuring timely updates are communicated to clients and that agreed service level agreements are consistently met.
• Verify system configurations to confirm that client payment flows and reporting outputs align with documented requirements, including board resolutions and account mandates.
• Advise clients on best practices for using Citi's e-banking platforms, conducting consulting sessions to improve platform adoption and client self-sufficiency.
• Monitor and manage the performance of external support teams, holding them accountable to agreed service standards and escalating issues where necessary.
• Maintain and develop client relationships through regular communication, proactively informing clients of system disruptions, market events, and resolution timelines.
• Identify andescalatecontrol and compliance concerns transparently, applying sound judgement to protect client assetsand uphold Citi's standards.

Required qualifications & skills

• 4-8 years of experience in a client-facing support or technical service role, with demonstrated ability to manage complex issues under tight timelines.
• Ability to break down and resolve advanced technical and operational problems, with clear and timely communication to clients and internal teams throughout the process.
• Working knowledge of Host-to-Host protocols, encryption types, and connectivity frameworks relevant to corporate banking or e-banking environments.
• Proficiency in Microsoft Office and practical familiarity with Windows and macOS environments, including browser and Java-based application configurations.
• Strong analytical and investigative capability, with a structured approach to diagnosing root causes and implementing lasting solutions.
• Ability to manage competing priorities, adapt quickly to shifting circumstances, and deliver consistently under service level pressure.
• Availability for scheduled weekend support and flexibility to adjust shift timings based on operational requirements.

Beneficial skills & qualifications

• Mandarin/Cantonese language proficiency is strongly preferred, given the client base this team supports.
• A background in a technical discipline such as IT, systems support, or network infrastructure would be an advantage in this role.
• Prior experience in a client-facing position within financial services, banking, or a technology-enabled service environment.
• Familiarity with cash management, trade finance, or corporate treasury platforms.

What we offer

• At Citi, you will work within a high-performing global team that sits at the intersection of technology and client service, giving you direct exposure to complex financial infrastructure and the clients who rely on it.
• Hybrid working model with three days in the office and two days working remotely, giving you structure and flexibility in equal measure.
• Exposure to Citi's global network of clients, technology partners, and internal teams across Cash and Trade, broadening your professional reach and expertise.
• Access to learning and development opportunities to deepen both your technical knowledge and client management capability.
• A collaborative team environment where performance, accountability, and shared outcomes are valued.
• Wellbeing and financial benefits in line with local market standards, supporting your long-term health and financial security.
• A clear career pathway within Citi's client services and operations functions, with scope to grow into senior support or specialist roles over time.

Education

• Bachelor's degree/University degree or equivalent experience.

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.

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