Customer Svc Intmd Analyst (Hybrid)

Citibank; Kuala Lumpur; Hybrid; MYR 20,000 - 100,000; Full time

Job summary

A leading global bank located in Kuala Lumpur is seeking a Customer Service Intermediate Analyst to manage high-profile client portfolios. The ideal candidate will possess 3-5 years of client service experience, demonstrating strong project management and organizational skills. Responsibilities include client communication, coaching team members, and advocating for process improvements. This hybrid role offers the chance to excel within a dynamic team environment while delivering high-quality service.

Benefits

Programs for physical and mental well-being

Access to learning and development resources

Work-life balance programs

Qualifications

• 3-5 years of Client Service/Custody experience required.
• Ability to manage risk and demonstrate accountability.
• Strong verbal and written communication skills.

Responsibilities

• Manage a portfolio of high-profile clients.
• Provide coaching and support to the team.
• Advocate for process improvements to enhance client experience.

Skills

Client Service/Custody experience

Project management skills

Organizational skills

Clear communication

Investigative skills

Analytical skills

High-quality customer service

Education

Bachelor’s degree or equivalent experience

Job description

Shape your Career with Citi

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.

Customer Service Intermediate Analyst (Hybrid) (Internal Job Title: Customer Service Intermediate Analyst - C11) based in Kuala Lumpur, Malaysia.

• 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.
• 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.

We’re currently looking for a high caliber professional to join our team. Below you’ll find the responsibilities, qualifications, and key details for this role.

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 the 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

• 3-5 years of Client Service/Custody experience.
• 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.

Take the next step in your career

Apply for this role at Citi today.

EEO Statement

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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View Citi’s EEO Policy Statement and the Know Your Rights poster.

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