Citi Group ICM In-Business Quality Assurance - Real Malaysia, Penang, George Town 81205491
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Key Responsibilities:
+ Work in partnership with Implementations; Sales; Product and Technical Partners for New Client on-boarding
+ Work with product and sales teams to address and resolve customer issues efficiently
+ Deliver prompt and professional solutions to our customer inquiries via Phone, Mail, Fax or email
+ Maintain regular proactive calls with managed clients across all segments portfolios for Trade Operation
+ Maintain day to day control and measurement of processing performed by Trade Service Centre in relation to the end to end processing of transactions for managed clients across the Corporate and FI portfolios
+ Root cause analysis to be performed on all inquiries and investigations for managed clients and to determine how we can further reduce the number of routine queries via automation and process enhancements
+ Client Service Reviews for Trade services with focus on individual client scorecards
+ Focus on reducing repeat discrepancies provided in client documentation by educating the client, providing analytics to clients to demonstrate the benefits of STP
+ Manage day to day senior client contact and handling of client issues with proactive follow up with the respective Operations; Sales; Product Management teams
+ Work with product and sales teams to address and resolve customer issues efficiently
+ Develop strong engagement and alignment with TTS Product & Sales teams to cater to the Trade clients and resolve client concerns efficiently
Qualifications --
5 - 7 years of experience within trade finance operations/services management
Excellent written and verbal communication skills
Ability to prioritize and organize own workload
Multi-tasking a must requirement
Proficiency with Excel, Word and other MS office applications
Bachelor’s/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Operations - Transaction ServicesCash Management
Time Type:
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