CitiConnect Client Support Specialist (Mandarin/ Cantonese Requirement)

Citi; Kuala Lumpur; On-site; MYR 72,000 - 110,000; Full time

Benefits offered by this job

Hybrid work model

Global network exposure

Learning & development

Wellbeing benefits

Job summary

Citi Malaysia is seeking an experienced Client Service Specialist to serve as the primary contact for corporate clients, resolving production support issues across CitiConnect platforms. You will diagnose complex technical queries, coordinate with technology teams, track escalations, and ensure SLAs are met.

The role requires strong communication, analytical thinking, and the ability to manage multiple priorities in a global banking environment.

Qualifications

• Minimum 4 years of experience in client-facing support or technical service.
• Ability to resolve advanced technical and operational problems with clear communication.
• Knowledge of Host-to-Host protocols, encryption types, and connectivity frameworks.
• Proficiency in Microsoft Office; familiar with Windows and macOS environments and browser/Java configurations.
• Strong analytical and investigative skills with a structured problem-solving approach.
• Ability to manage competing priorities and work under service level pressure.
• Willingness to provide weekend support and flexible shift timing.

Responsibilities

• Serve as the dedicated point of contact for corporate clients and internal partners.
• Diagnose and resolve advanced technical queries related to CitiConnect platforms and host-to-host connectivity.
• Track escalated cases through to resolution and ensure SLA adherence.
• Verify system configurations for client payment flows and reporting outputs.
• Advise clients on best practices for Citi e-banking platforms and drive adoption.
• Monitor external support teams and escalate when necessary.
• Maintain client relationships through regular communication about disruptions and timelines.
• Identify and elevate control and compliance concerns.

Skills

Client-facing support

Technical problem solving

H2H protocols

Encryption knowledge

Connectivity frameworks

Analytical thinking

Prioritization under pressure

Weekend support availability

Education

Bachelor's degree

Tools

Microsoft Office

Windows

macOS

Browser configurations

Java-based applications

Job description

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 and elevate control and compliance concerns transparently, applying sound judgement to protect client assets and 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. This is a role where your technical problem‑solving and relationship management skills will have real, measurable impact.

• 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.

Job Family Group

Customer Service

Job Family

Institutional Customer Service

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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