Service Analyst 1 - NAM Shift

Citigroup Inc.; Taguig; On-site; PHP 420,000 - 520,000; Full time

Job summary

Citigroup Inc. in Manila/Taguig is seeking a Service Analyst 1 within CBPS to deliver service and support to Citi clients. The role addresses customer issues, escalations, retention, billing, and telesales activities, with a focus on risk-aware decisions and regulatory compliance.

The position requires a customer-service mindset, strong analytical skills, and the ability to coordinate with internal teams to resolve issues while maintaining Citi’s standards and reputation.

Qualifications

• Previous relevant experience preferred.
• Experience in customer service.
• Proven investigative, analytical and risk management skills.
• Demonstrated ability to present concepts and influence/lead change.
• Consistently demonstrate clear and concise written and verbal communication.
• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results.

Responsibilities

• Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues.
• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards.
• Conduct necessary analyses to address client needs.
• Communicate resolutions to clients.
• Appropriately assess risk when business decisions are made, safeguarding Citigroup and its clients by driving compliance with applicable laws, rules and regulations.

Skills

Customer service

Analytical skills

Risk management

Communication

Investigation

Education

Bachelor's degree

Job description

The Service Analyst 1 within CBPS is a multi-skilled role responsible for delivering service and support to Citi clients. The overall objective of this role is to address customer issues and provide ongoing customer service support to clients, including but not limited to escalations, retention, collections, billing, and telesales activities.

Responsibilities:

• Willing to work in NAM shift.
• Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
• Conduct necessary analyses to address client needs
• Communicate resolutions to clients
• 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:

• Previous relevant experience preferred
• Experience in customer service
• Proven investigative, analytical and risk management skills
• Demonstrated ability to present concepts and influence/lead change
• Consistently demonstrate clear and concise written and verbal communication
• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results

Education:

• Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Job Family Group:

Customer Service

Job Family:

Service

Time Type:

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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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