Intmd Customer Svc Analyst2 Intmd Customer Svc Analyst2 …

in Singapore, Singapore, Singapore
Permanent, Full time
Last application, 03 Jul 20
in Singapore, Singapore, Singapore
Permanent, Full time
Last application, 03 Jul 20
Intmd Customer Svc Analyst2
The Customer Service Intermediate 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.

  • Manage a portfolio of high-profile 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 re-engineering 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
  • 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.
  • Delivers proactive service management through relationship scorecard and service review combined with a detailed understanding of the client's business and unique requirements.
  • Provides support and guidance to service partners to ensure a seamless client experience across regions.
  • Partner with business managers and finance team to forecast monthly headcount and expenses of the department
  • Track and report productivity savings and investments across various Service initiatives globally
  • Submit approval/disapproval of headcount requests and budget reports 
  • Provide advice and technical assistance with cost analysis fiscal allocation and budget preparation
  • Assist in the preparation and presentation of financial information for inclusion in management / client packs. Review data for accuracy and create required reporting to manage the data
  • 2-5 years of customer experience
  • Relevant experience (business/financial environment) preferred
  • 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
Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - SG ------------------------------------------------------
Time Type :Full time ------------------------------------------------------
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