Service Relationship Associate Full Time

About the job
Job Id: 23623012

The Service Analyst 1 is an entry-level position responsible for executing day to day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support.

Key Responsibilities:

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’s policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement
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’s administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business.
Complete/follow-up documentation for client’s 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’s 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’s 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:

Previous relevant experience preferred
Effective verbal and written communication
Influencing and relationship management skills
Proven ability to creatively solve problems
3 -5 years’ banking experience ideally in client-servicing

Education:

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.