Customer Service Intermediate Analyst

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

Job summary

A leading global financial institution is seeking a Customer Service Intermediate Analyst in Kuala Lumpur. In this role, you will manage a portfolio of high-profile clients, ensuring timely resolutions and support. The ideal candidate has 1-3 years of client service experience and strong communication skills. Responsibilities include coaching team members, advising on process improvements, and conducting analyses to resolve customer issues. This position offers a great opportunity to grow within a respected company.

Qualifications

• 1-3 years of Client Service/Custody experience.
• Relevant experience in Transaction Management/Asset Servicing/Securities Lending preferred.
• Proven self-reliance and accountability.

Responsibilities

• Manage a portfolio of high-profile clients and resolve their queries.
• Provide coaching and support to the team and handle escalations.
• Advise on process improvements to enhance client experience.
• Address external customer issues and provide ongoing support.
• Conduct necessary analyses to resolve problems.

Skills

Client Service Experience

Project Management

Analytical Skills

Verbal Communication

Written Communication

Education

Bachelor’s degree or equivalent experience

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.
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 decision 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

• 1-3years 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

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.

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