Customer Service Intermediate Analyst

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

## Customer Service Intermediate AnalystApply: Hybrid: Kuala Lumpur Selangor Malaysia: Full time: Posted Today: 26989803The Customer Service Intermediate 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 a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards* Provide coaching and support to team and serve a point of contact for esclations* 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* Advise on and advocate the implementation of process improvement and reengineering to improve client experience* Maintain knowledge of new market and regulatory requirements affecting client portfolio/base* Escalate customer feedback, processing delays and errors appropriately* Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary* Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment* Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives* 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:*** 2-5 years of customer experience* Relevant experience (business/financial environment) preferred* Demonstrated project management and organizational skills to prioritize multiple tasks* Proven self-reliance and accountability and ability to manage risk* Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders* Proven investigative and analytical skills* Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results**Education:*** Bachelor's degree/University degree or equivalent experience