Service Analyst 1 - C09 - SINGAPORE

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Job Overview

The Service Analyst 1 is an entry-level position responsible for executing day to day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support.

Responsibilities:

• Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines
• Ensure accuracy of research and compliance advice provided to members of sales force team
• Develop information regarding required changes in reports and procedures
• Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns
• Support sales force and management by implementing recommendations concerning changes, improvements and enhancements
• Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• 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:

• Previous relevant experience preferred
• Proven knowledge of securities, insurance and mortgage lending laws and regulations as they apply to sales practice issues affecting the sales force
• Effective verbal and written communication
• Influencing and relationship management skills
• Proven ability to creatively solve problems

Education:

• Bachelor’s/University degree or equivalent experience

The Sales Support Analyst will be part of the Client Servicing Centralized Support, providing a range of sales or service-related support to the business in meeting overall branch sales and service goals. The role requires a good knowledge of the range of processes and procedures to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Makes evaluative judgements based on the analysis of information. Resolve problems by identifying and selecting solutions through acquired experience and be guided by precedents. Ability to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks/services provided.

Responsibilities :

• Operate as an independent unit providing credit administrative work, client contact as well as transaction processing
• Process online transaction and administering controls to ensure timeliness of execution, accuracy of entries and adequacy of approvals are in place
• Take ownership of client instructions and collaborate with operational and middle office teams, and ensure transactions are completed within audit and compliance standards.
• Manage credit risk function such as monitoring of credit facility renewal and to follow-up for prompt resolution for delinquent loans. To escalate credit concerns to relevant seniors where appropriate
• May be assigned to assist with performing call confirmation (including Zoom) with clients on their instructions (exclude Investments related)
• Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction
• Participate in service-related process improvements, strengthening risk controls and synchronize operational efforts to deliver reliable support to stakeholders to achieve customer satisfaction in account servicing.
• Operate as a focused-unit or liaison to handle queries and controls
• Conduct post-transaction review on customers’ accounts
• Conduct review of surveillance reports
• Appropriately assess risk when business decisions are made, demonstrating 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.
• Participate and assist in ad hoc assignments/projects for the business
• Other job-related duties may be assigned as required

Skills and Competencies :

• Working knowledge of related industry practices and standards
• Possess essential knowledge of the range of processes and procedures to carry out assigned tasks and a basic understanding of the underlying concepts
• Strong analytical ability required to review customer information in accordance with policies
• Client facing experience; strong background of client servicing and telecommunication skills
• Ability to multi-task and prioritize effectively to fulfill the needs of banker teams and clients
• Demonstrate great attention to details and ability to problem-solve
• Matured personality with a high level of initiative and drive
• Possess strong interpersonal skill and positive attitude with the ability to work well as part of a team and autonomously

Education :

• Bachelor’s degree/University degree or equivalent experience

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

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

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