Hybrid Customer Service & Client Insights Analyst

Citigroup Inc.; Kuala Lumpur; Hybrid; MYR 100,000 - 134,000; Full time

Job summary

Citi in Kuala Lumpur is seeking a Customer Svc Intermediate Analyst - C11 - Hybrid to manage a portfolio of high-profile clients, resolve queries, and uphold regulatory standards.

The role emphasizes risk awareness, process improvement, and cross-functional collaboration to enhance client experience. Ideal candidates have 5+ years in corporate actions, custody, or transaction management and strong communication and project skills.

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

Responsibilities

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally.
• 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.

Skills

Customer service

Project management

Organizational skills

Communication

Risk management

Analytical skills

Education

Bachelor’s degree or equivalent

Job description

Citi in Kuala Lumpur is seeking a Customer Svc Intermediate Analyst - C11 - Hybrid to manage a portfolio of high-profile clients, resolve queries, and uphold regulatory standards.

The role emphasizes risk awareness, process improvement, and cross-functional collaboration to enhance client experience. Ideal candidates have 5+ years in corporate actions, custody, or transaction management and strong communication and project skills.