Customer Svc Intmd Analyst

Citibank (Switzerland) AG; Kuala Lumpur; Hybrid; Confidential; Full time

Job summary

Citi Malaysia is seeking a Customer Service Intermediate Analyst - C11 - Hybrid based in Kuala Lumpur to manage a portfolio of high-profile clients and resolve queries in line with standards.

You will coach teammates, handle escalations, conduct regular client calls, and drive process improvements while staying compliant with market and regulatory changes.

Qualifications

• Minimum 5 years of relevant experience in a business/financial environment.
• Experience in corporate actions, custody, or transaction management is preferred.
• Demonstrated project management and organizational skills to prioritize tasks.
• Self-reliant with strong accountability and risk management ability.
• Clear written and verbal communication with ability to influence stakeholders.
• Proven investigative and analytical skills.
• Consistently delivers high-quality customer service and builds client relationships.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely.
• 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 interaction when needed.
• Inform clients about problems (system failures, market issues) and provide updates.
• Advise on and advocate process improvements to enhance client experience.
• Maintain knowledge of market and regulatory requirements affecting the client base.
• Escalate client feedback, delays and errors appropriately.
• Participate in inquiry-volume reduction and cross-department initiatives.

Skills

Project management

Organizational skills

Written communication

Verbal communication

Investigative/analytical skills

Customer service

Risk management

Education

Bachelor’s degree or equivalent

Job description

## Customer Svc Intmd AnalystApply: Hybrid: Kuala Lumpur Selangor Malaysia: Full time: Posted Today: 26989094At **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.**Shape your Career with Citi**We’re currently looking for a high caliber professional to join our team as **Customer Svc Intermediate Analyst - C11 - Hybrid** (Internal Job Title: Customer Service Intermediate Analyst - C11) based in Kuala Lumpur, 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. For instance:* Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.* (Optional) We believe all parents deserve time to adjust to parenthood and bond with the newest **members** of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.* Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.* We have a variety of programs that help employees balance their work and life.**In this role, you’re expected to:*** 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* 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.**As a successful candidate, you’d ideally have the following skills and exposure:*** Minimum 5 years of relevant experience* Relevant experience (business/financial environment) preferred - corporate action, custody experience, transaction management)* 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* Bachelor’s degree/University degree or equivalent experienceWorking at Citi is far more than just a job. A career with us means joining a family 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.**Take the next step in your career, apply for this role at Citi today**