Customer Service Intermediate Analyst

Citi; New York (NY); Hybrid; USD 15,000 - 22,000; Full time

Job summary

The Customer Service Intermediate Analyst position at Citi is based in Kuala Lumpur and is offered as a hybrid role. The role focuses on resolving client issues, coordinating with the customer service team, and maintaining strong client relationships.

Ideal candidates bring 2-5 years of customer experience, solid communication skills, and the ability to manage risk while delivering high-quality service to institutional clients.

Qualifications

• 2-5 years of customer experience or similar in a financial/banking environment.
• Demonstrated project management and organizational skills
• Proven ability to communicate clearly and influence stakeholders

Responsibilities

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• 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 the implementation of 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 tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
• Participate in inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• Appropriately assess risk when business decisions are made, safeguarding Citi’s reputation and assets by complying with laws and policies

Skills

Customer service

Project management

Communication

Analytical skills

Risk management

Education

Bachelor's degree

Tools

CRM tools

Audit tools

Job description

Customer Service Intermediate Analyst

Location:

Kuala Lumpur, Kuala Lumpur, Malaysia

Job Type:

Hybrid

Discover your future at Citi

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Job Overview

The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• Provide coaching and support to team and serve a point of contact for esclations
• 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 the implementation of 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 necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• 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:

• 2-5 years of customer experience
• Relevant experience (business/financial environment) preferred
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate 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 and achieving quality results

Education:

• Bachelor's degree/University degree or equivalent experience

Job Family Group: Customer Service

Job Family: Institutional Customer Service

Time Type: 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.

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