Strategic Client Services Analyst

Citigroup Inc.; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

Citigroup Inc. in Malaysia is seeking an intermediate Customer Service Analyst to provide clients with resolutions and ongoing service support, coordinating with the Customer Service team.

The role focuses on addressing external client issues and maintaining service standards. Responsibilities include managing a portfolio of high-profile clients, coaching the team, regular client communication, and driving process improvements to enhance client experience, while adhering to regulatory

Qualifications

• 2-5 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.

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 as 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.

Skills

Customer experience

Project management

Communication

Analytical skills

Risk management

Education

Bachelor's degree/University degree or equivalent experience

Job description

Citigroup Inc. in Malaysia is seeking an intermediate Customer Service Analyst to provide clients with resolutions and ongoing service support, coordinating with the Customer Service team.

The role focuses on addressing external client issues and maintaining service standards. Responsibilities include managing a portfolio of high-profile clients, coaching the team, regular client communication, and driving process improvements to enhance client experience, while adhering to regulatory