Job overview:

Our employees are energetic and dedicated individuals who work in a fast-paced and challenging position that relies on the ability to think and react quickly, formulate creative solutions to pressing problems, and serve clients with dedication. Our employees serve as the human voice and personality behind the Citi brand as they provide quality customer service with each and every client interaction.

Job responsibilities:

The Service Analyst 1 is an entry-level position 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 ongoing customer support.

• Manage end to end queries for CPC and CG customers mapped to RM
• Support CPC RMs or RMs that have a larger book of CPC clients
• Be the Checker profile on Documentations
• Involved in SRA Oasis & GCB Projects
• 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
• Identify opportunities for streamlining / straight-through / centralised 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
• Review MIS received from Singapore on a regular basis for OASIS Non-Matching Report and co-ordinate with respective Service Relationship Associates to regularise the same
• Review OASIS - CSL - INEX Report and co-ordinate with respective Relationship Managers / Service Relationship Associates to regularize the same
• Ensure all aspects of the department's administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business
• Complete / follow-up documentation for client's transaction/investment needs or due diligence purpose
• 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 onboarding, 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
• 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
• Review Daily Branch Account Opening / Maintenances outstanding cases and co-ordinate with respective Service Relationship Associates to regularise the same and to avoid rework
• Establish a periodic check (Weekly) to ensure that the SRA recording lines are working and can be retrieved in all Locations
• Drive service initiatives by assisting clients and relationship managers towards delivering seamless service fulfilment
• Drive Bank's digitisation strategy by actively preparing clients to be digitally equipped
• Ensure to follow laid down processes and controls of the bank and regulators
• Foster team work and work toward optimisation of team contribution
• Imaging / Routing to relevant operations for transaction execution
• Be a backup for Branch / FC Service staff whenever necessary

Qualifications:

• Previous relevant experience preferred
• Effective verbal and written communication
• Influencing and relationship management skills
• Proven ability to creatively solve problems
• 3 - 5 years' banking experience ideally in client-servicing

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.

Posting Title: Safety Officer
Job Family Group: Customer Service
Job Family: Service
City: Dubai, AE

We bring the best to our people.
Every day, Citi employees work hard to make a positive financial and social impact in the communities we serve. In turn, we put our employees first and provide the best-in-class benefits they need to be well, live well and save well.

Living well is about more than good physical health – it's about your financial well-being too. That's why Citi offers a variety of comprehensive benefits and resources to help you save and be well in all aspects of your life.

We'll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.

Benefits:

Live Well, Stay Healthy
Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counselling and more. Coverage varies by country.

Paid Parental Leave
We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That's why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.

Save Well, For Now and Your Future
We empower our employees to manage their financial well-being and help them plan for the future.

Keep Learning
Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

Be Well, Take Time Off
We have a variety of programs that help employees balance their work and life, including generous paid time off packages.

Support Your Community
We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

Supporting Our Employees Around the World
Your Citi benefits team works every day to develop, deliver and manage programs that provide protection, security and peace of mind to employees and their families worldwide.

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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.

Additional Requirements

• Relevant work experience
• 3 - 5 years' banking experience
• Relationship management skills
• University degree