Customer Service Intermediate Analyst

Citigroup; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading global financial services firm is seeking a Customer Service Intermediate Analyst in Kuala Lumpur. The ideal candidate should have between 1 to 3 years of client service experience, with strong project management and analytical skills. Key responsibilities include managing a portfolio of high-profile clients, providing coaching to team members, and ensuring timely resolution of client queries. A Bachelor's degree or equivalent experience is preferred. This is a full-time position with opportunities for growth.

Qualifications

• 1-3 years of Client Service/Custody experience required.
• Ability to prioritize multiple tasks effectively.
• Proven self-reliance and accountability.

Responsibilities

• Manage a portfolio of high-profile clients and resolve queries.
• Provide coaching and support to team and handle escalations.
• Conduct analyses to resolve problems with internal teams.

Skills

Client Service experience

Project management skills

Analytical skills

Verbal communication

Written communication

Education

Bachelor’s/University degree

Job description

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

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. We’re currently looking for a high caliber professional to join our team as Customer Service Intermediate Analyst based in KL. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decisions and manage your financial well‑being to help plan for your future. The 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 escalations
• 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

• 1-3 years of Client Service/Custody experience
• Relevant Transaction Management/Asset Servicing/Securities Lending (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/University degree or equivalent experience

Job Family Group: Operations - Transaction Services

Job Family: Asset Servicing

Time Type: Full time

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