Citi Group Officer - Customer Service Intermediate Analyst Hybrid 

Malaysia, Penang 

565125808

) 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 decision 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.

In this role, you are expected to:

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.

• 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 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.

• Manage the daily team activities and ensure the daily operation run smoothly.

• Manage operation KPI and review and monitor team dashboard and scorecards.

• Work under critical/ challenging working environment and extended hour

• 3-5 years in banking, Clientinteraction/servicingor Operations, preferably in Transaction Services and/or Corporate Banking.

• University Degree in Finance or Administration; qualification of a second-class upper honors degree is encouraged to apply.

• Experience with Transaction Banking products – Cash Management

• Experience in handling investigations cases

• Experience in working in a multi-country setup.

• Customer focus with excellent communication and interpersonal skills

• Strong Analysis & Problem Solving

• Good Team Player

• Able to work under pressure and meet tight deadlines.

• 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.

• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

• Proficiency in spoken and written English and Chinese

• Working knowledge of Microsoft Office products

Time Type:

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