Customer Service Analyst 2

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Citi’s Treasury and Trade Solutions (TTS) provides global solutions that can help clients drive their business forward while investing in innovation to bring new solutions to life.

We’re currently looking for a high caliber professional to join our team as Customer Service Analyst 2 (Internal Job Title: Customer Service Analyst 2 - C10) based in Penang, Malaysia. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decisions, and manage your financial well-being to help plan for your future.

In this role, you are expected to:

• 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 the team and serve as a point of contact for escalations.
• Develop and maintain the 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.
• Advance Technical Support for electronic banking issues, encryption renewals, and testing.
• Support client refresher training and digitization initiatives.

As a successful candidate, you would ideally have the following skills and exposure:

• 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 the ability to influence stakeholders.
• Proven investigative and analytical skills.
• Consistently deliver high-quality customer service with a focus on building client relationships and achieving quality results.
• Technical skills and knowledge to break down complex and high severity cases, channels testing, encryption renewals, and host-to-host connectivities.
• Bachelor's degree/University degree or equivalent experience.

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe.

At Citi, you’ll have the opportunity to grow your career, give back to your community, and make a real impact.

Take the next step in your career, apply for this role at Citi today.

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.

Job Family Group: Customer Service

Job Family: Institutional Customer Service

Time Type: Full time

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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.