MYS CTSM PG Customer Service Analyst 2 Pulau Pinang, Malaysia 10/17/2019 at Citi

Pulau Pinang, Malaysia
Job description:
  • 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

  • University Degree in Finance or Administration
  • 1-3 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 investigation cases
  • Experience in working in a multi-country setup
  • Strong customer orientation
  • Strong problem solving
  • Strong analysis
  • Strong attention to details
  • Strong written and verbal communication
  • Good team player
  • Able to work under pressure and meet tight deadlines
  • Working knowledge of Microsoft office products

  • ------------------------------------------------ Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - MY
  • ----------------------------------------------------- Time Type :Full time
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