Customer Service Analyst 2

Citi; George Town; On-site; MYR 35,000 - 50,000; Full time

Job summary

A leading global financial services firm in Malaysia is seeking a Customer Service Analyst 2 to provide resolutions and support to clients. The role involves interacting with internal partners, ensuring timely customer inquiries, and maintaining client relationships. The ideal candidate has a Bachelor's degree and 3-5 years of relevant experience, with a strong focus on communication and customer service. This position offers an opportunity to drive client satisfaction in a dynamic environment.

Qualifications

• 3-5 years of relevant experience.
• Experience in customer service preferred.
• Clear and concise written and verbal communication.
• Ability to influence change.

Responsibilities

• Serve as a single point of contact for clients.
• Ensure timely response to customer inquiries.
• Conduct analyses to address client needs.
• Develop and maintain client portfolio.

Skills

Customer service experience

Computer proficiency

Clear communication skills

Investigative skills

Analytical skills

Ability to work under limited supervision

Education

Bachelor's degree or equivalent

Job description

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges. Citi’s Treasury and Trade Solutions (TTS) provides global solutions that can help clients drive their business forward while investing in innovation to bring new solutions to life. The Customer Service Analyst 2 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.

Responsibilities

• Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues

• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards

• Conduct necessary analyses to address client needs

• Communicate resolutions to clients

• 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

• 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

• 35 years of relevant experience

• Experience in customer service preferred

• Computer proficiency

• Consistently demonstrate clear and concise written and verbal communication

• Proven investigative and analytical skills

• Demonstrated ability to present concepts and influence change

• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results

• Proven ability to work under limited supervision within a team environment

Education

• Bachelor's degree/University degree or equivalent experience

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

View Citi’s EEO Policy Statement and the Know Your Rights poster.