Service Analyst (UAE Nationals Only) - DUBAI
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Key skills for this role
About the Role
Citi is seeking a Service Analyst to provide client account relationship management and customer service. The role involves reviewing customer needs, proactively engaging with customers, and ensuring adherence to Citi's policies.
Key Skills for This Role
Responsibilities
- Provide Client Account Relationship Management, review customer needs and proactively engage with the customer to provide resolution based on customer needs
- Execute day to day customer service activities, ensuring adherence to Citi’s policies and guidelines
- 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
- Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc.
- Identify opportunities for process/service improvements and volunteer in process improvement initiatives
- Ensure that KYC/AML and other compliance norms are strictly adhered to
- 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
Requirements
- 3 5 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
- Bachelor's/University degree or equivalent experience
Full Job Posting
Job Overview
- The Service Relationship staff will provide Client Account Relationship Management, review customer needs and pro actively engage with the customer to provide resolution based on customer needs.
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 executing day to day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function.
- 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.
- 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.
Qualifications
- 3 5 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
- Bachelor’s/University degree or equivalent experience
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