The Service Analyst 2 is an intermediate position responsible for workflow analysis of departmental systems, workforce and procedures in coordination with the Customer Service function. The overall objective is to ensure accurate reporting and compliance across all product lines.The Service Relationship Associate staff will 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.

Responsibilities:

Checker/Approver profile on New to Bank Account Opening Files, Additional Accounts and Investments Accounts (ACA) for the Units. * Manage end to end queries for CPC and CG customers mapped to RM.

• Support CPC RMs or RMs that have a larger book of CPC clients.
• Be the Checker profile on Documentations.
• Involved in SRA Oasis & GCB Projects.
• Ensure consistently strong and proactive support is given to Relationship Managers through timely and error-free execution of trades; and all other aspects of service and customer relationship management.
• Identify opportunities for streamlining/straight-through/centralized processing so as to significantly improve our operating efficiency, reduce cycle time and costs.
• To ensure all work processes are executed in compliance with Bank\xe2\x80\x99s policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement
• Responsible for testing the unit\xe2\x80\x99s MCA.
• Review MIS received from Singapore on a regular basis for OASIS Non-Matching Report and co-ordinate with respective Service Relationship Associates to regularize the same.
• Review OASIS - CSL - INEX Report and co-ordinate with respective Relationship Managers / Service Relationship Associates to regularize the same.
• Ensure all aspects of the department\xe2\x80\x99s administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business.
• Complete/follow-up documentation for client\xe2\x80\x99s transaction/investment needs or due diligence purpose.
• Resolve customer queries received through various channels (Email/Phone/Face to face interaction etc.)
• Follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.).
• Follow the bank\xe2\x80\x99s processes for verification of documents, retention of documents, processing of instructions, servicing of clients and resolution of complaints/queries.
• Ensure consistently strong and proactive support is given to Relationship Managers through timely and error-free execution of trades; and all other aspects of service and customer relationship management.
• Review Daily Branch Account Opening / Maintenances outstanding cases and co-ordinate with respective Service Relationship Associates to regularize the same and to avoid rework.
• Establish a periodic check (Weekly) to ensure that the SRA recording lines are working and can be retrieved in all Locations.
• Drive service initiatives by assisting clients and relationship managers towards delivering seamless service fulfilment.
• Drive Bank\xe2\x80\x99s digitization strategy by actively preparing clients to be digitally equipped
• Ensure to follow laid down processes and controls of the bank and regulators.
• Foster team work and work toward optimization of team contribution.
• Imaging / Routing to relevant operations for transaction execution
• Be a backup for Branch / FC Service staff whenever necessary

Qualifications:

• 3-5 years of experience in a related role
• Basic level of experience in a related role (combination of education/experience)
• 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
• Good relationship management
• Quick learner, self-starter, and should be able to take initiatives
• Good team player and should be able to work well with cross functional teams
• Matured personality with a high-level of initiative, self-driven, good time management and work integrity

Education:

• Bachelor\xe2\x80\x99s/University degree 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.



Job Family Group: Customer Service



Job Family: Service



Time Type: Full time



Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi\xe2\x80\x9d) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review .

View the " " poster. View the .

View the .

View the

Citigroup