Service Analyst 1

Whether you're at the start of your career or looking to discover your next adventure, your story begins here.  At Citi, you'll have the opportunity to expand your skills and make a difference at one of the world's most global banks.  We're fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning.  You'll also have the chance to give back and make a positive impact where we live and work through volunteerism

Shape your Career with Citi

Citi Global Wealth (CGW) brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices.  The strategies we create help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow.  We are uniquely suited to helping our clients meet their banking needs across regions through our global network.

Citibank serves as a trusted advisor to our retail, mortgage, small business and wealth management clients at every stage of their financial journey.  Through Citi's Access Account, Basic Banking, Citi Priority, Citigold and Citigold Private Client, we offer an array of products, services and digital capabilities to clients across the full spectrum of consumer banking needs worldwide. We're currently looking for a high caliber professional to join our team as Service Analyst Officer - Hybrid based in Singapore. Being part of our team means that 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.

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 on-going customer support.

Responsibilities:

• Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines
• Ensure accuracy of research and compliance advice provided to members of sales force team
• Develop information regarding required changes in reports and procedures
• Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns
• Support sales force and management by implementing recommendations concerning changes, improvements and enhancements
• Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals
• Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• 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:

• Previous relevant experience preferred
• Proven knowledge of securities, insurance and mortgage lending laws and regulations as they apply to sales practice issues affecting the sales force
• Effective verbal and written communication
• Influencing and relationship management skills
• Proven ability to creatively solve problems

Education:

• Bachelor's/University degree or equivalent experience

The Sales Support Analyst will be part of the Client Servicing Centralized Support, providing a range of sales or service-related support to the business in meeting overall branch sales and service goals. The role requires a good knowledge of the range of processes and procedures to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Makes evaluative judgements based on the analysis of information. Resolve problems by identifying and selecting solutions through acquired experience and be guided by precedents. Ability to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks/services provided.

Responsibilities :

• Operate as an independent unit providing credit administrative work, client contact as well as transaction processing
• Process online transaction and administering controls to ensure timeliness of execution, accuracy of entries and adequacy of approvals are in place
• Take ownership of client instructions and collaborate with operational and middle office teams, and ensure transactions are completed within audit and compliance standards.
• Manage credit risk function such as monitoring of credit facility renewal and to follow-up for prompt resolution for delinquent loans. To escalate credit concerns to relevant seniors where appropriate
• May be assigned to assist with performing call confirmation (including Zoom) with clients on their instructions (exclude Investments related)
• Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction
• Participate in service-related process improvements, strengthening risk controls and synchronize operational efforts to deliver reliable support to stakeholders to achieve customer satisfaction in account servicing.
• Operate as a focused-unit or liaison to handle queries and controls
• Conduct post-transaction review on customers' accounts
• Conduct review of surveillance reports
• Appropriately assess risk when business decisions are made, demonstrating 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.
• Participate and assist in ad hoc assignments/projects for the business
• Other job-related duties may be assigned as required

Skills and Competencies :

• Working knowledge of related industry practices and standards
• Possess essential knowledge of the range of processes and procedures to carry out assigned tasks and a basic understanding of the underlying concepts
• Strong analytical ability required to review customer information in accordance with policies
• Client facing experience; strong background of client servicing and telecommunication skills
• Ability to multi-task and prioritize effectively to fulfill the needs of banker teams and clients
• Demonstrate great attention to details and ability to problem-solve
• Matured personality with a high level of initiative and drive
• Possess strong interpersonal skill and positive attitude with the ability to work well as part of a team and autonomously

Education :

• Bachelor's degree/University degree or equivalent experience

Job Family Group:

Customer Service

Job Family:

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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