Service Analyst CBPS

Citigroup; Taguig; On-site; PHP 240,000 - 360,000; Full time

Job summary

Citi is seeking an entry-level Service Analyst 1 (CBPS) to service offshore Citi global clients, delivering a world-class phone and digital banking experience.

The role includes handling inquiries across product lines, supporting compliance procedures, and preparing management reports to monitor program status and trends.

Qualifications

• Bachelor's degree or equivalent
• Series 6 and 26 licenses preferred.
• Strong knowledge of US and Canada regulations.
• Excellent verbal and written communication.
• Ability to influence and solve problems.
• Understanding of securities, insurance and mortgage lending laws.

Responsibilities

• Assist with the administration of compliance procedures and control systems for the business review department.
• Ensure accuracy of research and compliance advice for the sales force team.
• Develop information regarding changes in reports and procedures.
• Prepare reports for senior management on compliance program status and issues.
• Support sales force and management by implementing improvements and enhancements to processes.
• Apply knowledge of cross-team interactions to achieve Customer Service goals.
• Deliver exceptional client experience and manage risk and compliance with regulatory requirements.

Skills

Verbal communication

Written communication

Problem solving

Relationship management

Compliance knowledge

Financial regulations knowledge

Analytical skills

Education

Bachelor's degree

Tools

Series 6 & 26

Job description

Service Analyst 1 (CBPS) – Entry Level Position

The Service Analyst 1 in CBPS is an entry-level position servicing off-shore clients of Citi . The overall objective of this role is to provide world class service excellence to Citi global clients by offering a remarkable phone and digital banking experience. Additionally, the role handles customer service-related concerns of Citi clients that may involve general service inquiries, billing and disputes, credit, collections, retentions, mortgage, fraud, telesales, rewards inquiries and fulfillment.

Responsibilities

• Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines
• Ensure accuracy of research and compliance advice provided to members of sales force team
• Develop information regarding required changes in reports and procedures
• Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns
• Support sales force and management by implementing recommendations concerning changes, improvements and enhancements
• Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals
• Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• 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
• Series 6 and 26 License.
• Fundamental understanding of industry regulations in the US and Canada, extensive understanding of systems, products and culture
• Proven knowledge of securities, insurance and mortgage lending laws and regulations as they apply to sales practice issues affecting the sales force
• Effective verbal and written communication
• Influencing and relationship management skills
• Proven ability to creatively solve problems

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

Full time

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.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .

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