Citi MYS CTSM PG - Customer Service Analyst (Cantonese Competency ) 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: 18019843

Description

  • Receive and handle incoming calls/emails for Platinum clients

  • 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

  • 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

  • Required to engage with CEM Regionally or Globally for close monitory on Platinum client payment/inquiry and provide end solution

  • Ensure timely updates of client cases in accordance to predefined frequency and exception handling

  • 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

  • Act as direct backup for Team Lead to handle escalation and complaints

Qualifications

  • Fresh graduates with a University Degree in Finance or Administration qualification of a second class upper honors degree are encouraged to apply

  • 3-5 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 investigations cases

  • Experience in working in a multi-country setup

  • Customer focus with excellent communication and interpersonal skills

  • Proficiency in spoken and written English and Chinese (Putonghua)

  • 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