وصف الوظيفة
Role Overview
Service Analyst (UAE Nationals Only) at Citi, Dubai. This is a full-time position within the Customer Service job family.
Role Purpose
Provide excellent relationship management and account servicing support to Relationship Managers so that as a team, there is greater productivity in acquiring, deepening and broadening existing and potential relationships. The Service Analyst resolves customer needs and provides ongoing support while ensuring adherence to Citi's policies, guidelines, and regulatory requirements.
Key Responsibilities
Customer Service & Support
- Review customer needs and proactively engage with customers to validate understanding of needs and provide resolution based on customer requirements.
- Execute day-to-day customer service activities while ensuring adherence to Citi's policies and guidelines in coordination with the Customer Service function.
- Resolve client inquiries and issues and provide ongoing customer support.
- Resolve customer queries received through various channels including email, phone, and face-to-face interaction.
- Deliver consistently strong and proactive support to Relationship Managers through timely and error-free execution of trades and all other aspects of service and customer relationship management.
Relationship Management
- Ensure coverage of all relationships through customer engagements.
- Follow the engagement model prescribed by the bank for periodic interaction with customers, including client onboarding and relationship management.
- Drive the bank's digitization strategy by actively preparing clients to be digitally equipped.
Operations & Administration
- Ensure all aspects of the department's administrative functions are carried out effectively and completely in accordance with approved operating procedures of the business.
- Execute all work processes in compliance with the bank's policies and procedures, timely and error-free, delivering consistency in client experience in tandem with business, financial objectives, and regulatory requirements.
- Follow the bank's processes for verification of documents, retention of documents, processing of instructions, servicing of clients, and resolution of complaints and queries.
Compliance, Risk & Controls
- Ensure compliance and regulatory risks are adequately addressed and that the business unit is in audit-ready state at all times.
- Follow all operational risk mitigants implemented in business as usual through checklists and process manuals.
- Maintain no operational risk events or breaches.
Process Improvement
- Identify opportunities for process and service improvements and volunteer in process improvement initiatives to help the business achieve its objectives in building customer satisfaction and loyalty as well as operating efficiency.
- Accelerate delivery of service through analytical thinking and automation with focus on process simplification and accuracy.
Qualifications & Experience
- 2–4 years of experience in a related role, or basic level of experience in a related role (combination of education and experience).
- Bachelor's degree or university degree or equivalent experience.
Skills & Competencies
- 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.
Additional Information
- UAE Nationals only.
- Other job-related duties may be assigned as required.
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