Customer Service Analyst Senior Analyst

The Customer Service Senior Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

• Manage the problem resolution of advanced production support issues, related to front end applications of Cash and Trade application such as Citidirect, Citi-Connect For Swift, Citi-Connect API, Citi-Connect for Files, etc. Provide support to Host to Host clients, i.e. Connectivity, Encryption, Certificate Update and Payment File Format validation.

• Manage and address technical related queries from Client, Operations Team and In-country Technical Teams.

• Track and manage resolution for cases escalated to upper level support team, both internal and external)

• Verification of system setups to ensure client payments, reports are in accordance with client requirement, including board resolutions

• Manage external support team to ensure that they meet the agreed SLA

• Conduct client consulting and introduce best practice to client on Citi e-banking platform

• Work closely with Technology Implementation Team, Development Team, Product Teams, Vendors, and other internal teams to resolve system issues/defects, bug fixes and address client's queries.

• Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues

• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards

• Conduct necessary analyses to address client needs

• Develop and maintain client portfolio through regular calls and emails Inform clients about problems (system failures, market issues) and provide regular resolution updates

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency

Qualifications:

• 4-6 years of experience in a customer support role with technical background

• Good customer service, communication and interpersonal skills

• Advanced proficiency in Microsoft Office Suite (Word, Excel, Powerpoint, Outlook) and working knowledge of Windows and macOS operating systems. Basic knowledge of browser configurations (Internet Explorer, Safari) and mobile platforms (Android)

• Good understanding of basic Host to Host Protocols and Encryption types

• Proven investigative and analytical skills

• Good problem resolution skills and ability to break down complex issues

• Good client communication skills and ability to work with various functional partners

• Ability to work under tight timeline as there will be Service Level Agreements to follow depending the severity of the issue

• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results

• Proven ability to work under limited supervision within a team environment

• Team player and able to work independently. Adjust priorities quickly as circumstances dictate

Education:

• Bachelor's degree/University degree or equivalent experience

This role represents an exciting opportunity to join Electronic Banking Services division of Citibank Malaysia. The team's primary purpose is to provide post-sales support to customers who engage with Citibank through our digital channels. The Customer Service Senior Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Production Support, Technical Support Team & Customer Service team. The overall objective of this role is to address external customer technical issues and provide ongoing customer service support. ​

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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