Customer Service Officer

5-10 years
Job Description

Job Description :

The Client Mgt Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.


  • Day to day client management for all tier Corporate clients
  • To ensure easy accessibility of customer's service needs through effective call management system
  • Be able to identify client needs and resolve customer's inquiries/escalations on related products including: Cash, Trade, Loan, SAFE/PBOC Regulations, Internet Banking
  • Respond to Clients e-mails, phone call and voicemails in a timely and professional manner
  • Proactively communicate with clients or business partners (RMs, Product Manager and back-office team) on issues and obtain/present solutions to issues
  • Maintain all inquires in investigation tracking system on daily/timely basis
  • Continually evaluate day to day activities for process improvement opportunities
  • To interpret & analyze customer's inquiry behavior and propose process improvement

  • Quick learner comfortable with and able to manage in complex systems environment and associated development process
  • Must be detail oriented and multi-tasking skills required
  • Possess adequate knowledge in banking products/practice
  • Energetic and be able to work under pressure
  • Great people skills with good communication and well-organized
  • Proficient in Oral/Written English and computer systems
  • Smart thinking and fast to deliver a satisfactory result
  • Have a strong sense of responsibility and commitment to teamwork

  • Bachelors/university graduate with 5-10 years related working experience or Master Degree with over 5 years working experience is preferable.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Job Family Group: Customer Service
Job Family:Institutional Client Management
Time Type:Full time
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, 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 .
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Citigroup Inc. or Citi (stylized as citi) is an American multinational investment bank and financial services corporation headquartered in New York City. The company was formed by the merger of banking giant Citicorp and financial conglomerate Travelers Group in 1998; Travelers was subsequently spun off from the company in 2002.Citigroup owns Citicorp, the holding company for Citibank, as well as several international subsidiaries. Citigroup is incorporated in Delaware.

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