Citi Group Officer - Customer Service Intermediate Analyst 

Malaysia, Penang 

994642832

Citi

We’re currently looking for a high caliber professional to join our team as(Internal Job Title: Customer Svc Intmd Analyst -
C11) 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 believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That is why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

• 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.

• We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

• We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

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 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, consulting 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

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

• 3-5 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

• Good team player with willingness to learn and drive initiative.

• Excellent communication skills

• Positive attitude - Open for feedback

• Well verse in Cantonese and Mandarin language (Written and Spoken)

Time Type:

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