Digital Service Analyst

Digital Service Analyst

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

Whether you're at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you'll have the opportunity to expand your skills and make a difference at one of the world's most global banks. We're fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You'll also have the chance to give back and make a positive impact where we live and work through volunteerism.

Citi Global Wealth (CGW) brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices. The strategies we create help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow. We are uniquely suited to helping our clients meet their banking needs across regions through our global network.

Citibank serves as a trusted advisor to our retail, mortgage, small business and wealth management clients at every stage of their financial journey. Through Citi's Access Account, Basic Banking, Citi Priority, Citigold and Citigold Private Client, we offer an array of products, services and digital capabilities to clients across the full spectrum of consumer banking needs worldwide. We're currently looking for a high caliber professional to join our team as Digital Service Analyst Officer - Hybrid based in Singapore. Being part of our team means that we'll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.

The Digital Service Analyst is responsible for servicing of onshore and offshore clients, leveraging digital features and providing timely resolution to address client’s concern. Range of activities would also include holistic review of client activities, precise account maintenance and to collaborate effectively with stakeholders to optimize existing processes.

Responsibilities:

• Provide quality verbal and/or written communication via digital service channels and platforms when resolving client enquiries
• Maintain positive service traits and timely follow-up as promised to clients
• Collaborate with relevant stakeholders to resolve client’s concerns and complaints effectively
• Exercise critical thinking to probe intelligently and able to resolve issues at root cause
• Perform business analysis and review of client activities, apply sound decisioning in line with assessment model
• Ensure accuracy and timely completion in account maintenance
• Provide regular productivity and MIS records of enquiries handled
• Foster continuous learning through participation of online development courses to build comprehensive and detailed understanding of products, services and benefits
• Identify opportunities and drive optimization of existing process to streamline the end-to-end journey of the Digital Service Promise.
• Appropriately assess risk when business decisions are made, demonstrating 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 behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Key Skills Required:

• Consistently demonstrates clear and concise written and verbal communication skills
• Well-developed data management, analytical and problem-solving skills
• Fast learner with keen eye for details and determination to follow up till exceptions resolved.
• Time management skills and the ability to simultaneously work on multiple deliverables
• Ability to thrive in a team-oriented, fast-paced environment
• Adaptability to new technologies and change
• Self-driven and can work under minimum supervision.

Knowledge:

• Relevant experience preferred
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Communication tools (Outlook, Zoom, Teams)
• Degree Holder or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.