Customer Service Intermediate Analyst (Mandarin Speaking)

Citibank; Penang; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading financial institution based in Penang, Malaysia, is seeking a Customer Service Intermediate Analyst. The role involves managing high-profile client portfolios, providing resolutions, and supporting process improvements. Candidates should have 3-5 years of relevant customer experience, strong analytical and communication skills, and must be Mandarin literate. The position promises a dynamic environment where accountability and client relationship-building are paramount.

Qualifications

• 3-5 years of customer experience in a relevant environment.
• Proven self-reliance and ability to manage risk.
• Ability to identify and implement effective process improvements.

Responsibilities

• Manage high-profile client portfolios and resolve queries timely.
• Provide coaching and support to team members.
• Advocate for process improvements to enhance client experiences.

Skills

Customer experience

Project management

Analytical skills

Communication skills

Interpersonal skills

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.

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.

We’re currently looking for a high caliber professional to join our team as Customer Service Intermediate Analyst (Internal Job Title: Customer Svc Intmd Analyst - C11) based in Penang, Malaysia. 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
• Advise on and advocate the implementation of process improvement and re‑engineering 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
• Build productive relationship with client seniors, partnering to understand more intimate client details: interfaces, structure, goals, future plans, and decision processes
• Frequent client contacts / pulse calls, as well as formal questionnaires to ascertain client satisfaction and identify areas for improvement
• Handle special projects ensuring timely delivery of projects with an overall enhanced client service experience
• 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

• 3‑5 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
• Ability to develop client solutions
• Ability to identify and implement effective process improvements
• Exceptionally strong interpersonal & relationship‑building skills
• Required Mandarin literate

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.

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