Service Analyst

The Service Relationship Associate staff will provide excellent relationship management and account servicing support to Relationship Managers so that as a team, there is greater productivity in acquiring, deepening and broadening existing and potential relationships.

Responsibilities:

• The Service Analyst, to 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 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.
• Ensure consistently strong and proactive support is given to Relationship Managers through timely and error-free execution of trades, and all other aspects of service and customer relationship management.
• Ensure coverage of all the relationships through customer engagements.
• Ensure all aspects of the department’s administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business.
• 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.
• 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.
• Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc. No operational risk events/breaches.
• 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.
• Resolve customer queries received through various channels (Email/Phone/Face to face interaction etc.)
• Follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.).
• Follow the bank’s processes for verification of documents, retention of documents, processing of instructions, servicing of clients and resolution of complaints/queries.
• Drive Bank’s digitization strategy by actively preparing clients to be digitally equipped.

Qualifications:

• 2-4 years of experience in a related role
• Basic level of experience in a related role (combination of education/experience)
• Ability to exchange information in a clear and concise way
• Effective verbal and written communication skills
• Demonstrated ability to remain unbiased in a diverse working environment

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.

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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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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.

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