The Service Analyst is 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:

• Client Account Relationship Management, review customer needs and pro-actively engage with the customer to validate the understanding of the needs and provide resolution based on customer needs.
• Responsible for administration of client 's requirements, 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.
• Advise CG customers to enrich the relationships by mobilizing additional funds and to be able to buy products/services.
• Review product penetration for the assigned client base, identify potential CG customers who can be sold tailored products to enhance product penetration.
• Ensure coverage of all the relationships through customer engagements.
• Compliance, Risk & Controls.
• Ensure coverage of all relationships through customer engagements, follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.).
• Identify opportunities for process/service improvements and volunteer in process improvement initiatives to help Business achieve its objective in Building Customer Satisfaction and Loyalty as well as operating efficiency.
• Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc. No operational risk events/breaches.
• Continue to ensure that Compliance & Regulatory risks are adequately addressed and that the Business unit is in Audit ready state at all points of time.
• Accelerate delivery of service through Analytical thinking and Automation with focus on process simplification & Accuracy.
• Ensure that KYC/AML and other compliance norms are strictly adhered to.
• Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc. No operational risk events/breaches.
• Identify opportunities for streamlining/straight-through/centralized processing so as to significantly improve our operating efficiency, reduce cycle time and costs.
• To ensure all work processes are executed in compliance with Bank’s policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement.
• Complete/follow-up documentation for client’s transaction/investment needs or due diligence purpose.
• Drive Bank’s digitization strategy by actively preparing clients to be digitally equipped.
• 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 3-5 years of relevant experience
• Customer Service experience, preferred
• Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits (preferred)
• Effective written and verbal communication skills
• Influencing and relationship management skills
• Quick learner, self-starter, and should be able to take initiatives
• Good team player and should be able to work well with cross functional teams
• Matured personality with a high-level of initiative, self-driven, good time management and work integrity

Education:

• Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.