Customer Service Analyst – Trade

1 week ago

Dhaka, Dhaka, Bangladesh Citi Full time

The Customer Service 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.

Responsibilities:

  • Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues. Providing prompt and high-quality service to FI Clients.

  • Customer query management, consultancy, and service management for both corporate and FI clients with emphasis on customer retention, supporting customer acquisition as well as cross-sell into existing bases.

  • Attend daily inquiries from FI clients and solving regional and global FI Trade queries.

  • Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards

  • Conduct necessary analyses to address client needs

  • Communicate resolutions to clients

  • Undertaking initiatives with relevant stakeholders to achieve set targets in terms of service standards for customer issues.

  • 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

  • Support client to educate them with different self-service tools in CitiDirect.

  • 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:

  • 3-5 years of relevant experience

  • Experience in customer service preferred

  • Computer proficiency

  • Consistently demonstrate clear and concise written and verbal communication

  • Proven investigative and analytical skills

  • Demonstrated ability to present concepts and influence change

  • 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

Education:

  • Bachelor's degree/University degree or equivalent experience

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

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.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi's EEO Policy Statement and the Know Your Rights poster.

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