• Competitive
  • George Town, Pulau Pinang, Malaysia
  • Permanent, Full time
  • Citigroup Transaction Services (M) Sdn Bhd
  • 2019-03-23

MYS CTSM PG Cash and Trade Proc Anlayst 2 - Electronic Banking Services

MYS CTSM PG Cash and Trade Proc Anlayst 2 - Electronic Banking Services

  • Primary Location: Malaysia,Pulau Pinang,George Town
  • Education: Bachelor's Degree
  • Job Function: Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 19010451


  • This role represents an exciting opportunity to join Electronic Banking Services division of Citibank Malaysia. The team's primary purpose is to provide post-sales support to customers who engage with Citibank through our digital channels.
Job Description:
  • Manage the problem resolution of advanced production support issues, related to front end applications of Cash and Trade application such as Citidirect, BE, , Citi-connect etc. Provide support to H2H clients, i.e. Connectivity, encryption and  file format
  • Manage and address technical related queries from client, Operations team and in-country technical teams
  • Track and manage resolution for cases escalated to upper level support team, both internal and external)  
  • Conduct ad-hoc or scheduled training sessions, live meeting
  • Work closely with Technology team, product teams, vendors, and other internal teams to resolve system issues/defects, bug fixes and address client's queries
  • Manage external support team to ensure that they meet the agreed SLA
  • Conduct client consulting and introduce best practice to client on Citi e-banking platform


  • Knowledge in Cash (payment, collection) and Trade product
  • Knowledge on Window's and Apple's environment setting, such as Java,  IE/Safari
  • Good understanding of basic Host to host protocols and encryption types
  • Good problem resolution skills and ability to break down complex issues
  • Good client communication skills and ability to work with various functional partners
  • Ability to work under tight timeline as there will be Service Level Agreements to follow depending the severity of the issue
  • Having client facing experience in the previous roles will be an advantage
  • Team player and able to work independently