Client Experience & Resolution Analyst (Hybrid)

Citibank (Switzerland) AG; Kuala Lumpur; Hybrid; Confidential; Full time

Job summary

Citibank (Switzerland) AG in Kuala Lumpur offers an intermediate Customer Service Analyst role within a hybrid work setup. You will manage a high-profile client portfolio, resolve inquiries, and coordinate with internal teams to ensure timely resolutions and risk controls.

The position emphasizes client relationship development, analytical problem-solving, and adherence to regulatory requirements, with opportunities for coaching and process improvement initiatives.

Qualifications

• 2–5 years of customer experience required or preferred.
• Relevant experience in business/financial environment is a plus.
• Strong project management and organizational skills.

Responsibilities

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally.
• Provide coaching and support to the team and act as point of contact for escalations.
• Develop and maintain client portfolio through regular calls and face-to-face interactions as needed.
• Inform clients about problems (system failures, market issues) and provide resolution updates.
• Advise on process improvements to enhance client experience and efficiency.
• Maintain knowledge of market and regulatory requirements affecting clients.
• Escalate feedback, processing delays and errors appropriately and coordinate with internal teams.
• Assist with reviews, audits, capacity planning, reporting and maintain controls.

Skills

Client relations

Communication

Analytical skills

Project management

Risk management

Education

Bachelor's degree

Job description

Citibank (Switzerland) AG in Kuala Lumpur offers an intermediate Customer Service Analyst role within a hybrid work setup. You will manage a high-profile client portfolio, resolve inquiries, and coordinate with internal teams to ensure timely resolutions and risk controls.

The position emphasizes client relationship development, analytical problem-solving, and adherence to regulatory requirements, with opportunities for coaching and process improvement initiatives.