Officer, Customer Service Analyst, Operations

The Customer Service Analyst 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

• 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 across verbal and written communication channels.
• Serve as a key contact for Japan-based clients, handling client calls, meetings, and service discussions in Japanese.
• Conduct regular client visits primarily within the Tokyo metropolitan area, with periodic travel to regional clients across Japan as business needs require.
• Act as a liaison between Japanese-speaking clients and global support teams to facilitate effective communication and issue resolution.
  

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