Service Analyst CBPS

Citigroup Inc.; Taguig; On-site; PHP 335,000 - 670,000; Full time

Job summary

The Citi Philippines seeks an entry-level Service Analyst 1 in CBPS to provide world-class service to Citi global clients, handling phone and digital banking inquiries including billing, disputes, credit, collections, and fraud. The role emphasizes compliance, risk awareness, and delivering an exceptional client experience.

Responsibilities include supporting compliance procedures, preparing reports for senior management, and assisting with changes to processes and tools to improve service

Qualifications

• Bachelor’s degree or equivalent experience required.
• Series 6 and 26 licenses preferred.
• Strong understanding of US/Canada regulations and related laws.
• Proven knowledge of securities, insurance and mortgage lending laws as they apply to sales.
• Excellent verbal and written communication skills.

Responsibilities

• Assist with administration of compliance procedures and control systems.
• Ensure accuracy of research and compliance advice for sales force.
• Assist with preparation of reports for senior management on status and trends.
• Support sales force and management by implementing improvements.
• Provide exceptional client experience and fulfill client needs.
• Assess risk and escalate control issues with transparency.

Skills

Previous relevant experience

Effective verbal and written communic

Influencing and relationship mgmt

Creative problem solving

Ability to assess risk with compliance

Customer service excellence

Education

Bachelor’s/University degree or equivalent experience

Series 6 and 26 License

Tools

Regulatory knowledge (US/Canada)

Job description

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 skillsProven 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.

Customer Service

Service

Full time

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.