Citi MYS CTSM PG - Customer Service Analyst - Cantonese Competency in Malaysia

  • Primary Location: Malaysia

  • Education: Bachelor's Degree

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17030432

Description

  • Receive and handle incoming calls, greet clients and be ready to assist

  • Provide assistance and solution to clients’ inquiries

If inquiries are not able to resolve the phone, perform investigation analysis and log the cases into a proprietary case tracking system, updating the case progress and tracking the case to closure

  • 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 pre-defined standard turnaround time

  • Work with internal solution providers and accomplish final resolutions for client case

  • Gain sufficient knowledge of product features, and operational and technology aspects of transaction banking (Cash management and Trade) products that would result in elevated client experience with investigations

  • Ensure timely updates of client cases in accordance to pre-defined 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

  • Handle special projects, ensuring timely delivery of projects with an overall enhanced client service experience

Qualifications

University Degree in Finance or Administration

1-3 years in banking, client interaction/servicing or operations, preferably in transaction services and/or corporate banking

Experience with transaction banking products - cash management and trade

Experience in handling investigation cases

Experience in working in a multi-country setup

Strong customer 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