Customer Service Analyst 1

Customer Service Analyst 1

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Job Description

Job Description :

Organization Overview:
Custody Client Services (CCS) is currently at a pivotal point in its evolution and journey to implement a target operating model. We take pride and are passionate about our People and our culture. We are invested in our People and their development. We are transforming and simplifying our operating model, creating an exciting environment which encourages talent and diversity
Having relentless focus on our client and their needs is a major facet of our overall Citi transformation and our commitment in serving our client holistically offering them the best services with our footprint across the globe. One of the key pillars of our overall strategy is to provide excellent client experience to our clients. Client Services team plays a crucial role in delivering an experience to Citi Custody Clients that represents banks and its Operational capabilities at the highest standard of professionalism, competence and client centricity.
We partner extensively with a range of internal stakeholders including Client Executives , Product , Sales and Custody Ops alongside having significant interaction with our external client base, playing a key role in the overall client experience and provide opportunities for further growth in business. We are a fundamental to the overall perception of the client of Citi communicating appropriately across our stakeholders and client to make positive change for both internal partners and our clients.
Team/Position Overview:
CCS team supports Global custody & DCC Custody working with various global windows servicing client needs across Transaction Management, Cash/FX & Corporate Actions. Team has global presence primarily providing services from 3 major hubs (Kuala Lumpur, Dublin & Tampa). As part of CCS Team, you will report to Client Services Lead or Senior Manager. You will partner with your Manager to provide proactive client service experience to all Citi's domestic and international clients. You will ensure SLA's turnaround time in responding to all client inquires received by telephone, emails, and other means. The most important aspect of this role outside excellent client service is an opportunity to gain immense knowledge and experience of inner workings of international markets across custody support offerings.
Key Responsibilities:
Query Management & Oversight (75%):
  • Exhibits strong knowledge and expertise in the products and capabilities of the Custody Business (Settlements, Asset Servicing, Cash/FX & Tax)
  • To proactively monitor and address all incoming client queries and ensure response accuracy and adherence to the service standards
  • Ensure compliance with the global standards for monitoring, replying, and recording of client queries in query management system
  • Proficient in handling urgent and escalation cases and manage client & internal team expectations
  • Timely escalation of client dissatisfactions, workload issues or concerns errors etc to the team lead/senior manager
  • Understand key metrics for the team and provide support in preparation of weekly/monthly service reports and MIS for KPI reporting

Process Improvement (15%)
  • Identify process improvement opportunities and communicating to management for consideration
  • Analyse root-cause of recurring issue through regular reviews of metrics, and assist in developing programmes for service enhancements
  • Assist with BRD reviews, system testing, and process improvement projects
  • Proactively participate and acquire knowledge from the cross-training sessions

Risk & Control (5%)
  • Notify Team Lead of potential or actual risk/issue events
  • Instil and promote a proactive and no surprise approach in communicating issues and possible solutions
  • To take part in the regular/ad-hoc reviews of high-risk areas to monitor risk levels and quantify the potential financial exposure related to those risks
  • Prioritise any audit/corrective active plan appropriately along with BAU Workload
  • Appropriately assess risk when 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Client & Stakeholder Management (5%)
  • Develops strong relationships across all stakeholders at Citi, along with external clients
  • Preparation of monthly/weekly summary of query analysis
  • Comfortable investigating root-cause of any issues, client dis-satisfaction etc and escalating to the senior management

.Demonstrable experience in a Customer Service Role
.Strong Leaving Certificate or combination of education/experience
.Highly motivated, persistent and able to work in a structured , high volume, time sensitive environment. Capable of multi-tasking and eager to learn multiple products in a challenging environment
.Ability to introduce and drive change in a complex environment
.Fast Learner, strong attention to detail and willingness to go extra mile
.Proficient in handling urgent and escalation cases and client and internal team expectations
.Proficient knowledge of English ( written and spoken)
Valuing Diversity:Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.
Citi is an Equal Opportunities Employer
Job Family Group: Customer Service
Job Family:Institutional Customer Service
Time Type:Full time
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries (Citi) invite all qualified interested applicants to apply for career opportunities. 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 .
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About Citi

Citigroup Inc. or Citi is an American multinational investment bank and financial services corporation headquartered in New York City. The company was formed by the merger of banking giant Citicorp and financial conglomerate Travelers Group in 1998; Travelers was subsequently spun off from the company in 2002.

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