Citi MYS CTSM PG -Correspondence and Investigation Unit (CIU) in George Town, Malaysia

  • Primary Location: Malaysia,Pulau Pinang,George Town

  • Education: Bachelor's Degree

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17060368


  • Act as the single point-of-contact for all key clients and facilitate resolution of their queries by liaising with all the internal partners like: Operations, Compliance, Sales, Product Team, etc.

  • Play a key role in timely resolution of queries and optimal service delivery within desired timelines

  • Act as a focal point for all service-level initiatives - Pro-actively engage Sales and Product teams and provide business leads on key parameters like: Volume, Product, Revenue trends, etc. from Key Customers

  • Establish healthy business relations with Customers for securing repeat business and long term Customer loyalty

  • Work closely with the Operations Teams in identifying opportunities for improvement in the process, geared towards enhancing the over-all ‘Customer experience’

  • Consider risk and control issues when providing solutions to Customers and ensure pro-active escalation of key issues

  • Responsible for creation of external strategic partnerships and managing regulators

  • Managing cross functional relationships with operations, relationship managers, and customer support

  • Responsible for management reporting and local/regional statistical reporting requirements

  • Evaluate subordinates’ performance

  • Ensure adequate staffing to support daily operation

  • Recommend new work procedure


  • Excellent communication skills in English (Read, Write and Speak) is mandatory and proficiency in Mandarin/Cantonese language will be an added advantage

  • About 2-4 year experience in Operations/Customer Service, preferably in Trade

  • Knowledge of guidelines governing Letters of Credit and other Trade products

  • Excellent problem solving and analytical skills

  • Should have a flair for customer service and gathering market intelligence