* Primary Location: Malaysia,Pulau Pinang,George Town * Education: Bachelor's Degree * Job Function: Operations Customer Service * Schedule: Full-time * Shift: Day Job * Employee Status: Regular * Travel Time: No * Job ID: 19032016
Description
* Receive and handle incoming calls/email/chats from clients and be ready to assist
* Provide assistance and solution to clients' inquiries
* If inquiries are not able to resolve the phone perform investigation analysis and log the cases into a proprietary case tracking system updating the case progress and tracking the case to closure
* Perform investigation analysis for inquiries by logging the cases into a proprietary case tracking system updating the case progress and tracking the case to closure
* Ensure that the cases are resolved within pre-defined standard turnaround time
* Work with internal solution providers and accomplish final resolutions for client case
* Gain sufficient knowledge of product features and operational and technology aspects of transaction banking (Cash management and Trade) products that would result in elevated client experience with investigations
* Ensure timely updates of client cases in accordance to pre-defined frequency
* Demonstrate ability to look beyond the surface of operational issues by identifying root causes identifying solutions and championing the initiative to improve/fix the issues
* Handle special projects ensuring timely delivery of projects with an overall enhanced client service experience
* Cantonese Speaking is mandatory
Qualifications
* University Degree in Finance or Administration
* 1-3 years in banking, client interaction/servicing or operations, preferably in transaction services and/or corporate banking
* Experience with transaction banking products - cash management and trade
* Experience in handling investigation cases
* Experience in working in a multi-country setup
* Strong customer orientation
* Strong problem solving
* Strong analysis
* Strong attention to details
* Strong written and verbal communication
* Good team player
* Able to work under pressure and meet tight deadlines
* Working knowledge of Microsoft office products
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About Citi
Citigroup is a company providing financial products and services.