Customer Service Intermediate Analyst

4 days ago

Mumbai, Maharashtra, India Citi Full time
Manage a portfolio of high-profile Custody clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards Provide coaching and support to team and serve a point of contact for escalations. Develop and maintain client portfolio through regular calls and face to face interaction, as needed Inform clients about problems (system failures, market issues) and provide regular resolution updates Advise on and advocate the implementation of process improvement and reengineering to improve client experience Maintain knowledge of new market and regulatory requirements affecting client portfolio/base Escalate customer feedback, processing delays and errors appropriately Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives 2-5 years of customer experience Relevant experience (business/financial environment) preferred The role requires a comprehensive understanding of custody and fund accounting. Demonstrated project management and organizational skills to prioritize multiple tasks Proven self-reliance and accountability and ability to manage risk Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders Proven investigative and analytical skills Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results Bachelor's degree/University degree or equivalent experience Customer Financial Services, Customer Queries, Customer Service, Customer Service Resolution.

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