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Customer Service Intermediate Analyst (Cantonese & Mandarin Speaking)

Citigroup Inc.PahangMalaysia, Pahang, Malaysia

9 hari lalu

Penerangan pekerjaan

Overview

At Citi, we connect millions of people across hundreds of cities and countries every day. 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) is a market leading, award-winning provider of cash management, cards and trade solutions to financial institutions, public sector and corporate clients around the world. With a global network spanning 90+ countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management. TTS is a highly innovative organization with a strong digital agenda; new products and services are continuously being developed to meet our clients rapidly evolving treasury requirements and unlock new opportunities for growth.

We are currently looking for a high caliber professional to join our team as Customer Service Intermediate Analyst 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. For instance :

Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
We empower our employees to manage their financial well-being and help them plan for the future.
Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

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 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

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Benefits / Working at Citi

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

Equal Opportunity Employer : 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, review Accessibility at Citi, the EEO Policy Statement and the Know Your Rights poster.

Job Family Group : Customer Service

Job Family : Institutional Customer Service

Time Type : Full time

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Buat amaran kerja untuk carian ini

Customer Service Mandarin • PahangMalaysia, Pahang, Malaysia