* 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: 19031653
* Receive and handle incoming calls/ email /chats greet 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 Preferred
* University Degree in Finance or Administration
* 3-5 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 investigations cases.
* Experience in working in a multi-country setup.
* Strong Customer Orientation
* Strong Problem Solving
* Strong Analysis
* Strong Attention to Details
Citigroup is a diversified financial services holding company that provides various financial products and services.