MYS CTSM PG - Customer Service Analyst 2

MYS CTSM PG - Customer Service Analyst 2

0 - 50 Years
Not Specified

Job Description

Job Description :
The Customer Service Analyst 2 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.
  • Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
  • Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
  • Receive and handle incoming calls/emails, greet clients and be ready to assist
  • Handle high intensity ICG clients which requires good experience and knowledge in Cash, Trade and EB related products
  • Perform investigation analysis for inquiries by logging the cases into a proprietary case tracking system, updating the case progress, and tracking the case to closure
  • Ensure that the cases are resolved within predefined standard turnaround time
  • Work with internal solution providers and accomplish final resolutions for client cases
  • Ensure timely updates of client cases in accordance to predefined frequency
  • Demonstrate ability to look beyond the surface of operational issues by identifying root causes, identifying solutions, and championing the initiative to improve/fix the issues
  • Ready to stand up to back up lead team and take up more responsibilities

  • Previous relevant experience preferred
  • Experience in customer service
  • Proven investigative, analytical and risk management skills
  • Demonstrated leadership skills
  • Consistently demonstrate clear and concise written and verbal communication
  • Cantonese and Mandarin competency is required
  • Demonstrated ability to present concepts and influence change
  • Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
  • Proven ability to work under limited supervision within a team environment

  • Bachelor's degree/University degree or equivalent experience

Job Family Group: Customer Service
Job Family:Institutional Customer Service
Time Type:
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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