Citi MYS CTSM PG - Cash and Trade Processing Representative 5 in Malaysia

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur

  • Other 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: 17040368


Key Responsibilities:

  • Gain sufficient knowledge on Commercial Cards product features, operational and technology aspects and clients

  • Acquire expertise on complete workflow of inquiry life cycle, teams involved, and their inter dependencies

  • Investigate all incidents received via phones /e-mail, log them into investigation tracking system, updating the case progress, and tracking the case to closure

  • Act as liaison between clients and Operations for problem identification and resolution

  • Maintain client satisfaction by responding to and resolving problems quickly

  • Ensure that the cases are resolved within predefined standard turnaround time

  • Exhibit exceptional follow up skills through direct communication with business partners and clients via multiple communication channels which include outbound calls and emails

  • 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

  • Escalate issues to the next level of support when necessary.

Developmental Value:

  • Understanding of Commercial Cards business dynamics

  • Client Service methodology

  • Analytical skills

  • Interaction with Cards Product Management, Implementation, Operations and Technology

Personal Attributes / Interpersonal Skills:

  • Strong Client Orientation

  • Strong Problem Solving

  • Strong Analysis

  • Strong Attention to Details

  • Strong Written and Verbal Communication

  • Good Team Player

  • Able to work under pressure and meet tight deadlines

  • Working knowledge of Microsoft Office products and Call Management System


Key Competencies / Skills:

Business / Industry Knowledge / Competencies:

  • University Degree in Finance or Administration

  • Experience with Commercial Cards products and client servicing would be an advantage

  • Experience in delivering client service functions to large client base