Service Analyst (UAE Nationals Only) - DUBAI

Role Overview

Service Analyst (UAE Nationals Only) at Citi, Dubai. This is a full-time position within the Customer Service function.

Role Purpose

Provide client account relationship management and day-to-day customer service activities. Resolve client inquiries and issues while proactively engaging with customers to understand their needs and deliver tailored solutions in adherence with Citi's policies and guidelines.

Key Responsibilities

Client Account Relationship Management

• Review customer needs and proactively engage with customers to validate understanding of needs and provide resolution.
• Ensure coverage of all relationships through customer engagements following the bank's prescribed engagement model for periodic interaction with customers, including client onboarding and relationship management.
• Advise Commercial & Global Banking customers to enrich relationships by mobilizing additional funds and enabling purchase of products and services.
• Review product penetration for assigned client base and identify potential customers who can be sold tailored products to enhance product penetration.
• Complete and follow up documentation for client transactions, investment needs, or due diligence purposes.

Customer Service Delivery

• 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.
• Ensure all work processes are executed in compliance with the bank's policies and procedures, timely and error-free, delivering consistency in client experience in tandem with business and financial objectives and regulatory requirements.

Compliance, Risk & Controls

• Ensure compliance with Know Your Customer (KYC) and Anti-Money Laundering (AML) norms and all other compliance requirements.
• Follow all operational risk mitigants implemented in business as usual through checklists, process manuals, and related documentation with zero operational risk events or breaches.
• Continue to ensure that Compliance and Regulatory risks are adequately addressed and maintain an audit-ready state at all times.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Process Improvement & Efficiency

• Identify opportunities for process and service improvements and volunteer in process improvement initiatives to help the business achieve its objective 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.
• Identify opportunities for streamlining, straight-through processing, and centralized processing to significantly improve operating efficiency, reduce cycle time and costs.

Digital Transformation

• Drive the bank's digitization strategy by actively preparing clients to be digitally equipped.

Qualifications & Experience

• 3 to 5 years of experience in a related role.
• Basic level of experience in a related role, with a combination of education and experience acceptable.
• 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

• This position is open to UAE Nationals only.
• This job description provides a high-level review of the types of work performed; other job-related duties may be assigned as required.