Customer Service Analyst (UAE Nationals Only) - DUBAI

Role Overview

Customer Service Analyst, Citi, Dubai. This is a developing professional role for UAE Nationals only.

Company Overview

Citi Private Bank delivers wealth management services to high-net-worth clients through integrated banking, credit, and investment products. The role sits within Operations — Transaction Services, specifically Transaction Capture Services.

Role Purpose

Monitor, assess, analyze and evaluate processes and data to support the delivery of wealth management services to Citi Private Bank clients. Identify policy gaps, formulate recommendations, and ensure operational integrity while maintaining high client satisfaction.

Key Responsibilities

Client Service Delivery

• Deliver wealth management services to Citi Private Bank clients with guidance from Banker teams.
• Manage and execute client transactions with respect to business and individual banking, credit and investment products.
• Ensure transactions are completed within audit and compliance standards and timely.
• Proactively arrange and participate in client visits and perform service quality check-in calls to clients.
• Obtain banker and client appointments to build upon existing or establish new relationships.

Client Investigation & Resolution

• Take ownership of client investigations including statement reporting issues and pricing inquiries.
• Collaborate with operational and middle office teams to ensure effective resolution.
• Identify inconsistencies in data or results, define business issues and formulate recommendations on policies, procedures or practices.

Account & Operations Management

• Coordinate account maintenance for all products and reporting on WINS including address changes, telephone number updates, account status changes, rates and fee waivers.
• Perform responsibilities through proficient use of Citi applications.
• Participate in service-related process improvements.

Governance & Compliance

• Enforce banking policies and procedures to ensure operational integrity.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation.
• Safeguard Citigroup, its clients and assets by driving compliance with applicable laws, rules and regulations.
• Adhere to Policy and apply sound ethical judgment regarding personal behavior, conduct and business practices.
• Escalate, manage and report control issues with transparency.

Business Development

• Identify and document new business opportunities for referral to banker or product specialist.

Qualifications & Experience

• 3 to 6 years relevant experience.
• Bachelor's degree or University degree or equivalent experience.
• Client-facing experience.
• Strong background and interest in the fields of operations and compliance.
• Previous sales referral experience.
• Knowledge of investments, banking and credit products.

Skills & Competencies

• Ability to prioritize with strong organizational and time management skills per the needs of banker teams and clients.
• Ability to problem solve and analyze data with demonstration of attention to detail.
• Strong verbal and written communication skills.
• Proficiency in Citi applications.

Additional Information

• Full-time position.
• UAE Nationals only.
• Citi is an equal opportunity employer and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.