• Competitive
  • George Town, Pulau Pinang, Malaysia
  • CDI, Plein-temps
  • Citigroup Transaction Services (M) Sdn Bhd
  • 2018-12-18

MYS CTSM PG Customer Service Analyst (Cantonese Competency)

MYS CTSM PG Customer Service Analyst (Cantonese Competency)

  • Primary Location: Malaysia,Pulau Pinang
  • Education: Bachelor's Degree
  • Job Function: Operations Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18070806


Description

  • Receive and handle incoming calls 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


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  and attentive to details
  • Strong problem solving and analysis skill
  • Strong written and verbal communication, Cantonese speaking is required
  • Able to work under pressure and meet tight deadlines 
  • Working knowledge of Microsoft office product    #LI-MY