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Vacancy : Customer Service Analyst
Company Location : Abu Dhabi
The Customer Service Analyst position is 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.
Design and analyze moderately complex reports to satisfy management requirements
Write specifications for new report programs, spreadsheets and other devices to produce reports
Develop and prepare reports and records relating to a particular project
Provide basic assistance within a specific section of the company’s customer service function
Develop and maintain working knowledge of industry practices and standards
Recommend appropriate actions to resolve identified problems, as needed
Apply knowledge of how business teams interact with others in accomplishing Customer Service goals and assist with identifying policy gaps and formulating policies
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 behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
0-2 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
Bachelor’s/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.To act as the first point of contact for walk-in customers.To attend to inbound phone calls pertaining to customer queries and transactions professionally.To ensure all customers are (i) verified, (ii) assisted with reference liability, clearance and balance confirmation letters, (iii) attended to professionally, efficiently and on a timely basis, (iv) assisted with supplementary debit cards and preparation of RTPs, (v) assisted with insurance queries and cancellations, safe deposits access.To raise and manage ECCMS and MSX queries on a timely manner.To build and maintain a professional relationship with all targeted customers through the execution of an effective service.To proactively providing feedback to the Service Supervisor and Branch Banking Head.To provide support to other branches, financial Centre’s and units.To ensure timely resolution on compliance dispositions.To ensure that all Inquiries are followed up and closed.To assist customers with emergency cash requests.
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Citi is an equal opportunity and affirmative action employer.
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