Custody Client Experience Analyst – Hybrid (Mumbai)

Citi; New York (NY); Hybrid; USD 12,000 - 19,000; Full time

Job summary

Citi is seeking a Client Service Analyst - Custody to support high-profile custody clients with timely resolutions and ongoing service excellence.

The role emphasizes understanding custody and fund accounting, handling inquiries, coordinating with internal teams, and driving process improvements while building strong client relationships. Hybrid work arrangement in Mumbai, with a focus on regulatory compliance.

Qualifications

• 3-7 years of customer experience.
• Relevant experience in a business/financial environment preferred.
• Comprehensive understanding of custody and fund accounting.
• Demonstrated project management and organizational skills to prioritize multiple tasks.
• Proven self-reliance and accountability and ability to manage risk.
• 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.

Responsibilities

• Manage a portfolio of high-profile Custody clients, ensuring queries are acknowledged, investigated and resolved timely and professionally.
• 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 for 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 analyses to resolve problems, liaising with internal teams on escalation as necessary.
• Complete reviews, audit prep, capacity planning, reporting, and maintain control environment.
• Participate in inquiry-volume reduction and client experience initiatives.

Skills

Customer service

Client relationship management

Communication

Analytical skills

Risk awareness

Project management

Education

Bachelor's degree

Job description

Citi is seeking a Client Service Analyst - Custody to support high-profile custody clients with timely resolutions and ongoing service excellence.

The role emphasizes understanding custody and fund accounting, handling inquiries, coordinating with internal teams, and driving process improvements while building strong client relationships. Hybrid work arrangement in Mumbai, with a focus on regulatory compliance.