Customer Service Analyst

Citibank - More jobs by this advertiser
Customer Service Analyst-19031653

  • Receive and handle incoming calls/ email /chats 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

  • Cantonese Speaking is Mandatory Preferred



  • University Degree in Finance or Administration

  • 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.

  • Strong Customer Orientation

  • Strong Problem Solving

  • Strong Analysis

  • Strong Attention to Details


17 September 2019
Location: Malaysia Formosa George Town
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

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