Customer Service Analyst 2 (Hybrid)

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years.  We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Shape your Career with Citi

We’re currently looking for a high caliber professional to join our team as Customer Service Analyst 2 (Hybrid) (Internal Job Title: Customer Service Analyst 2 - C10) based in Penang, Malaysia. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  For instance:

• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life.

In this role, you’re expected to:

• 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
• Work closely with Technology team, product teams, vendors, and other internal teams to resolve system issues/defects, bug fixes and address client’s queries.
• 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. 
• 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 
• 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

As a successful candidate, you’d ideally have the following skills and exposure:

• 4-6 years of experience in a customer support role
• Good customer service, communication and interpersonal skills
• Preferably Technical background
• Proficient in Microsoft Office and Knowledge on Window’s, Operating Systems and Apple’s environment setting, such as Java, IE/Safari, Androids
• 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.
• Having client facing experience in the previous roles will be an advantage.
• 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.

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei

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 Analyst 2 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.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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