Job Description

The Cash and Trade Proc Analyst 2 is an intermediate-level position responsible for providing clients with resolutions and support 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

Develop and maintain client portfolio through regular calls and face to face interaction, as needed

Inform clients about problems (system failures, market issues) and provide regular resolution updates

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:

0-2 years of relevant experience

Experience in customer service preferred

Computer proficiency

Consistently demonstrate clear and concise written and verbal communication

Proven investigative and analytical skills

Demonstrated ability to present concepts and influence change

Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results

Proven ability to work under limited supervision within a team environment

Education:

Bachelor's degree/University degree or equivalent experience

This position supports Payments products and services by serving as a key point of contact for client service requests, issue resolution, and service delivery activities. The role works closely with clients and internal partners to investigate inquiries, analyze root causes, coordinate resolutions, and identify opportunities to improve operational efficiency and the overall client experience.

Key responsibilities include:

• Provide post-implementation support for Payments products and services, managing client inquiries, service requests, and escalations.
• Serve as a primary contact for assigned clients and internal stakeholders, ensuring timely investigation and resolution of service-related issues.
• Conduct analysis of client inquiries and operational issues to identify root causes, recommend solutions, and support process improvements.
• Partner with Operations, Product, Technology, and other functional teams to coordinate issue resolution and implement sustainable solutions.
• Communicate service updates, operational incidents, and resolution progress to clients and stakeholders.
• Support initiatives aimed at reducing recurring inquiries, improving service efficiency, and enhancing the client experience.
• Build and maintain strong client relationships through proactive engagement, regular service discussions, and ongoing support.
• Contribute to client satisfaction and continuous improvement initiatives through effective issue management and service delivery.

Additional requirements:

• Native-level Japanese and fluent English language proficiency required, with the ability to operate effectively in a bilingual client service environment.
• Provide bilingual (Japanese/English) support to clients and internal stakeholders through verbal and written communication channels.
• Serve as a key contact for Japan-based clients, conducting client calls, meetings, and service discussions in Japanese.
• Act as a liaison between Japanese-speaking clients and regional/global teams to facilitate effective communication and issue resolution.
• Conduct regular client visits primarily within the Tokyo metropolitan area, with occasional travel within Japan as business needs require.

Job Family Group:

Operations - Transaction Services

Job Family:

Cash Management

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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.

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