Hybrid Client Experience Analyst

Citi; Kuala Lumpur; Hybrid; MYR 70,000 - 100,000; Full time

Job summary

Citi in Kuala Lumpur is seeking a Customer Svc Intermediate Analyst - C11 to manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally in line with standards.

The successful candidate will provide coaching and support to the team, serve as a point of contact for escalations and maintain strong written and verbal communications with stakeholders.

Qualifications

• 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 experience.

Responsibilities

• Manage a portfolio of high-profile clients with timely, professional queries.
• Coach and support team; be the escalation contact.
• Develop and maintain client portfolio via regular calls and face-to-face interactions.
• Inform clients about problems and provide regular resolution updates.
• Advise on process improvement to enhance client experience.
• Maintain knowledge of market and regulatory requirements.
• Escalate customer feedback, delays and errors appropriately.
• Conduct analyses to resolve problems with internal teams.
• Participate in inquiry-volume reduction and client experience initiatives.
• Assess risk in decisions; ensure compliance and safeguarding assets.

Skills

5+ years experience

Corporate action

Custody experience

Transaction management

Project management

Risk management

Written and verbal communication

Influence stakeholders

Investigative skills

Analytical skills

Customer service excellence

Education

Bachelor's degree

Job description

Citi in Kuala Lumpur is seeking a Customer Svc Intermediate Analyst - C11 to manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally in line with standards.

The successful candidate will provide coaching and support to the team, serve as a point of contact for escalations and maintain strong written and verbal communications with stakeholders.