Customer Service Intermediate Analyst (Cantonese & Mandarin Speaking)

Overview

At Citi, we connect millions of people across hundreds of cities and countries daily. Citi’s Treasury and Trade Solutions (TTS) provides cash management, cards and trade solutions to financial institutions, public sector and corporate clients worldwide. TTS is a globally networked, innovative organization with a strong digital agenda, continuously developing new products and services to meet evolving treasury requirements. We are looking for a high-caliber professional to join our team as

Customer Service Intermediate Analyst

based in Penang, Malaysia. 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 the 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 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

Bachelor's degree / University degree or equivalent experience Min of 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 Proficiency in Cantonese & Mandarin language - both spoken and written (support HK market) Note : This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. Working at Citi

Working at Citi is more than a job. It is about growing your career, giving back to the community and making a real impact alongside a global team of over 230,000 dedicated people. Equal Employment Opportunity :

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to 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, accessibility information is available.

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