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.
Shape your Career with Citi
Citi’s Treasury and Trade Solutions (TTS) provides global solutions that can help clients drive their business forward while investing in innovation to bring new solutions to life.
We’re currently looking for a high caliber professional to join our team as Officer, Cash and Trade Processing Analyst 1 - C09 - Hybrid (Internal Job Title: Cash and Trade Proc Analyst 1 - C09) based in Penang, Malaysia. 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. For instance:
- Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
- (Optional) We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
- Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
- We have a variety of programs that help employees balance their work and life.
In this role, you’re expected to:
- Serve as the single point of contact for Trade clients and coordinate with internal stakeholders to resolve client inquiries, issues, and service requests.
- Ensure timely and effective resolution of customer queries in accordance with established service standards and Service Level Agreements (SLAs).
- Act as a focal point for service-related initiatives, contributing to service excellence and client satisfaction.
- Develop and maintain strong client relationships to drive customer loyalty, retention, and overall client experience.
- Proactively engage with Sales and Product teams to provide insights on customer activity, including transaction volumes, product utilization, revenue trends, and service opportunities.
- Liaise closely with Operations, Compliance, Risk, Technology, and other support teams to facilitate efficient processing and issue resolution.
- Identify process improvement opportunities and collaborate with Operations teams to enhance service delivery and customer experience.
- Ensure appropriate consideration of risk, controls, and regulatory requirements when providing solutions to clients.
- Escalate critical client issues, operational concerns, and service disruptions in a timely and proactive manner.
- Maintain accurate records of customer interactions, inquiries, and resolutions in accordance with internal procedures.
- Support business growth initiatives through quality service delivery and effective client engagement.
- 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.
As a successful candidate, you’d ideally have the following skills and exposure:
- Bachelor's Degree or Diploma in Banking, Business Administration, Finance, Economics, Accounting, Management, or related discipline.
- Candidates with a minimum of 2 years' experience in Customer Service, International Trade, Trade Finance, Cash Management Operations, or related Banking Operations will have an added advantage.
- Professional certifications related to Trade Finance or Banking Operations will be an added advantage.
Working at Citi is far more than just a job. A career with us means joining a family 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.
Take the next step in your career, apply for this role at Citi today
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The Customer Service Officer – TSP (Trade) serves as the primary point of contact for Trade clients, delivering high-quality service and ensuring timely resolution of customer inquiries. The role requires close collaboration with internal stakeholders across Operations, Compliance, Sales, Product, and other support functions to provide seamless client support, enhance customer experience, and strengthen client relationships.
- Serve as the single point of contact for Trade clients and coordinate with internal stakeholders to resolve client inquiries, issues, and service requests.
- Ensure timely and effective resolution of customer queries in accordance with established service standards and Service Level Agreements (SLAs).
- Act as a focal point for service-related initiatives, contributing to service excellence and client satisfaction.
- Develop and maintain strong client relationships to drive customer loyalty, retention, and overall client experience.
- Proactively engage with Sales and Product teams to provide insights on customer activity, including transaction volumes, product utilization, revenue trends, and service opportunities.
- Liaise closely with Operations, Compliance, Risk, Technology, and other support teams to facilitate efficient processing and issue resolution.
- Identify process improvement opportunities and collaborate with Operations teams to enhance service delivery and customer experience.
- Ensure appropriate consideration of risk, controls, and regulatory requirements when providing solutions to clients.
- Escalate critical client issues, operational concerns, and service disruptions in a timely and proactive manner.
- Maintain accurate records of customer interactions, inquiries, and resolutions in accordance with internal procedures.
- Support business growth initiatives through quality service delivery and effective client engagement.
- Bachelor's Degree or Diploma in Banking, Business Administration, Finance, Economics, Accounting, Management, or related discipline.
- Candidates with a minimum of 2 years' experience in Customer Service, International Trade, Trade Finance, Cash Management Operations, or related Banking Operations will have an added advantage.
- Professional certifications related to Trade Finance or Banking Operations will be an added advantage.
- Strong customer service orientation with a passion for delivering excellent client experiences.
- Good understanding of Trade Finance, Cash Processing, or Banking Operations would be advantageous.
- Excellent problem-solving, analytical, and decision-making skills.
- Strong interpersonal and stakeholder management capabilities.
- Ability to work effectively both independently and as part of a team in a fast-paced and dynamic environment.
- Demonstrates strong attention to detail and commitment to quality.
- Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
- Excellent written and verbal communication skills with the ability to communicate clearly and professionally with internal and external stakeholders.
- Ability to manage multiple priorities and meet deadlines under pressure.
- Proficiency in Mandarin and/or Cantonese will be an added advantage to support client servicing requirements.
- Exposure to direct client interaction within banking, trade finance, cash management, or financial services environments.
- Experience handling customer inquiries, investigations, and issue resolution.
- Knowledge of international trade products, documentary credits, collections, guarantees, or supply chain finance would be beneficial.
- Communication & Influence
- Problem Solving & Decision Making
- Accountability & Ownership
This role offers an excellent opportunity for individuals who are passionate about client service and aspire to build a career in Trade Services and Client Operations.
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Job Family Group:
Operations - Transaction Services
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Job Family:
Cash Management
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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 Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
