Customer Service Analyst Senior Analyst

Citi; Penang; On-site; MYR 45,000 - 65,000; Full time

Job summary

A leading financial services company is seeking a Customer Service Senior Analyst in Penang, Malaysia. This role involves managing complex customer queries and ensuring timely support. Ideal candidates will have 4-6 years' experience in customer support, strong communication skills, and technical knowledge to assist clients effectively. The position requires collaboration across various teams to resolve issues and maintain client satisfaction.

Qualifications

• 4-6 years of experience in a customer support role with a technical background.
• Advanced proficiency in Microsoft Office Suite.
• Good understanding of basic Host-to-Host protocols.

Responsibilities

• Manage advanced production support issues related to applications.
• Track and manage resolution for cases escalated to upper-level support.
• Serve as single point of contact for internal partners and external clients.

Skills

Customer service

Communication skills

Problem resolution

Analytical skills

Technical knowledge

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office Suite

Windows operating system

macOS

Job description

Overview

The Customer Service Senior Analyst 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

• Manage the problem resolution of advanced production support issues, related to front-end applications of the Cash and Trade application such as Citidirect, Citi-Connect For Swift, Citi-Connect API, Citi-Connect for Files, etc. Provide support to Host-to-Host clients (Connectivity, Encryption, Certificate Update, and Payment File Format validation).
• Manage and address technical-related queries from Client, Operations Team, and In-country Technical Teams.
• Track and manage resolution for cases escalated to upper-level support teams, both internal and external.
• Verification of system setups to ensure client payments and reports are in accordance with client requirements, including board resolutions.
• Manage external support teams to ensure they meet the agreed SLA.
• Conduct client consulting and introduce best practices to clients on the Citi e-banking platform.
• Work closely with Technology Implementation, Development, Product Teams, Vendors, and other internal teams to resolve system issues/defects, bug fixes, and address client queries.
• Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues.
• Ensure customer inquiries are answered efficiently and timely, maintaining compliance with departmental standards.
• Conduct necessary analyses to address client needs.
• Develop and maintain client portfolio through regular calls and emails; inform clients about problems (system failures, market issues) and provide regular resolution updates.
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm’s reputation, safeguarding Citigroup and its clients, driving compliance with applicable laws, rules, regulations, and maintaining ethical judgment regarding personal behavior and business practices. Escalate, manage, and report control issues with transparency.

Qualifications

• 4-6 years of experience in a customer support role with a technical background.
• Good customer service, communication, and interpersonal skills.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and working knowledge of Windows and macOS operating systems; basic knowledge of browser configurations (Internet Explorer, Safari) and mobile platforms (Android).
• Good understanding of basic Host-to-Host protocols and encryption types.
• Proven investigative and analytical skills.
• Good problem resolution skills and ability to break down complex issues.
• Good client communication skills and ability to work with various functional partners.
• Ability to work under tight timelines, as Service Level Agreements will apply depending on issue severity.
• Consistently deliver high-quality customer service, focusing on building client relationships and achieving quality results.
• Proven ability to work under limited supervision within a team environment.
• Team player who can work independently and adjust priorities quickly as circumstances dictate.

Education

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

Job Family Group

Customer Service

Job Family

Institutional Customer Service

Time Type

Full time

EEO Statement

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. If you are a person with a disability and need a reasonable accommodation to use our search tools or apply for a career opportunity, please contact us. View Citi’s EEO Policy Statement and the Know Your Rights poster.