Service Analyst 1 Jobs In Dubai 2022

1 week ago


Dubai, Dubai, United Arab Emirates Citi Full time
Service Analyst 1 Jobs In Dubai 2022 | CitiDescription:The Customer Service Representative (CSR) are our clients' first point of contact for all their cash transactional and technical queries on their accounts held with Citi Commercial Bank UAE and in exceptional cases accounts held outside UAE

Job Responsibilities:


Manage a portfolio of high profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standardsAt times, depending on client, act as their 'Single Point of Contact' for all their queries globallyProactively review and resolve problems by conducting necessary analysis, liaising with internal teams with escalation where requiredDrive client satisfaction for given portfolio – including regular proactive calls and visits where required.

Provide RM client with MIS/scorecards to enable them understand their transactional and inquiry activity.

Host review calls to discuss and analyze these and work with clients to improve their productivity improve their productivity & usage of self-service tools where applicableDevelop and maintain excellent client contacts and materials, supported by face to face customer visits and callsProactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issueEnsure that all the queries/complaints are logged in STaRs system and adhere to the SLA's at all timesEscalate customer feedback, processing delays and errors appropriatelyCo-ordinate and control special transactions (urgent and high value /tax payments etc) where applicableKeep updated on all new market and regulatory requirements affecting client portfolio/baseEnsure adherence to all departmental standards/KPI's and ensure a pristine control environmentComplete MCA reviews and Audit preparationLead client communications i.e.

marketing updates, surveys etc ensuring team are aware of the requirements and communications sent within deadlineActively involved in VOC survey preparation, client survey communications and own survey response action items with Customer Service HeadWorkflow management including capacity planning & MIS/KPI reportingAct as SME in products and services, in particular online banking, and be able to present to and train clients to a high standard and help in the reduction of MIFTLead and work with the team to implement process improvement and reengineering to improve client experience.

Also lead team inquiry volume reduction and client experience initiatives i.e. Improving TAT etc.

Manage complaints management process and ensure are complaints are logged, investigated for root case and client kept updated to resolution.


Job Requirements:
Strong knowledge of Commercial bank business and servicesMinimum of 3-5 years experience in client facing roleExperience of successfully building a trusted network of people to assist achieving goalsProven track record of managing client relationships and delivering high quality customer serviceMust have proficient use of all Microsoft – Applications ( Word, Excel, Access, PowerPoint), with very strong computer/technical skills
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