Service Analyst CBPS

Citi; Taguig; On-site; PHP 35,000 - 52,000; Full time

Job summary

Citi is seeking a Service Analyst 1 in CBPS, an entry-level role servicing offshore Citi clients, delivering world class service and handling customer inquiries related to general service, billing, disputes, credit, collections, and rewards.

The role involves supporting compliance, preparing reports for senior management, assisting with process improvements, and ensuring an exceptional client experience while adhering to Citi policies and risk controls.

Qualifications

• Previous relevant experience preferred
• Series 6 and 26 License.
• Fundamental understanding of US/Canada regulations and Citi products.
• Knowledge of securities, insurance and mortgage lending laws affecting sales.
• Effective verbal and written communication.
• Influencing and relationship management skills.
• Proven ability to creatively solve problems.

Responsibilities

• Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance inquiries across all product lines
• Ensure accuracy of research and compliance advice provided to 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 to accomplish Customer Service goals
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior and will be measured by metrics
• Appropriately assess risk when business decisions are made, safeguarding Citigroup, its clients and assets, and escalating control issues with transparency.

Skills

Verbal communication

Written communication

Relationship management

Problem solving

Attention to detail

Education

Bachelor’s/University degree or equivalent experience

Job description

• Previous relevant experience preferred

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.