Customer Service Analyst 1 - C09 - MUMBAI

The Customer Service Analyst 1 is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

• Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
• Conduct necessary analyses to address client needs
• Communicate resolutions to clients
• 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.

Qualifications:

• Previous relevant experience preferred
• Experience in customer service
• Proven investigative, analytical and risk management skills
• Demonstrated ability to present concepts and influence/lead change
• Consistently demonstrate clear and concise written and verbal communication
• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results

Education:

• Bachelor's degree/University degree or equivalent experience

Handle payment investigations enquiries across various case types like UTA, BCNR, ROF, Amends , Cancels  etc..
Proficient in working in STaRS application
Deliver error free actioning of investigations case and achieve assigned productivity levels
Monitor and report errors to ensure adherence to audit and control policies
Follow procedures and controls required for assigned process
Provide feedback on project related activities
Participate in compliance related activities to minimize losses
Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics
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.
Flexible to work in shifts and weekends