Citi MYS CTSM PG - Intermediate Customer Service Analyst in Malaysia

  • Primary Location: Malaysia,Pulau Pinang

  • Education: Bachelor's Degree

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17042047

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