Officer, Customer Service Intermediate Analyst, Custody Operations
As an Officer, Customer Service Intermediate Analyst within Citi's Custody Operations team in Taiwan, you will manage a portfolio of high-profile direct custody clients, serving as their primary point of contact for inquiries, issue resolution, and ongoing service delivery. This role sits at the intersection of client relationship management and operational excellence, giving you the opportunity to shape client experience while contributing to a team that handles significant transaction volumes in a fast-paced financial environment. Your work directly supports the integrity of client relationships and the quality of service Citi delivers to its custody client base.
Responsibilities
- Manage a portfolio of direct custody clients, ensuring all queries are acknowledged, investigated, and resolved professionally and within agreed service standards.
- Act as the primary escalation point for the team, providing coaching and guidance to support consistent service quality across client interactions.
- Build and maintain strong client relationships through regular calls and face-to-face engagement, proactively addressing needs before they become issues.
- Communicate transparently with clients during system disruptions or market events, providing timely updates until full resolution is achieved.
- Identify opportunities to improve client-facing processes and advocate for their implementation to enhance the overall client experience.
- Conduct thorough analyses to diagnose and resolve complex client issues, coordinating with internal teams when cross-functional escalation is required.
- Monitor and maintain awareness of market developments and regulatory changes that affect the client portfolio, ensuring service delivery remains compliant and current.
- Support operational control activities including reviews, audit preparation, capacity planning, and reporting to uphold a robust service environment.
Required Qualifications & Skills
- 2 to 5 years of experience in a customer-facing role, with a demonstrated ability to manage client relationships and resolve complex inquiries effectively.
- Clear and concise written and verbal communication skills, with the ability to present information confidently to clients and internal stakeholders.
- Strong organizational skills with the ability to manage multiple tasks simultaneously and deliver outcomes under time pressure.
- Analytical and investigative capability to diagnose problems, assess root causes, and develop effective resolutions.
- Proven accountability and self-direction, with the ability to manage risk and make sound decisions independently.
- Commitment to delivering high-quality client service with a consistent focus on building trust and achieving measurable results.
- Successful completion of the Proficiency Test for Trust Operations Personnel, as required under Taiwan regulatory standards.
- Bachelor's degree or equivalent professional experience.
Beneficial Skills & Qualifications
- Background in a financial services or business environment, with familiarity in custody, securities, or related operations.
- Experience contributing to process improvement initiatives or client experience programs within an operational team.
- Exposure to regulatory frameworks or compliance requirements relevant to financial markets in the Taiwan or broader Asia-Pacific region.
What We Offer
Joining Citi's Custody Operations team in Taiwan means becoming part of a high-performing environment where your contributions directly shape client outcomes at scale. This is a role for professionals who take ownership of their work, thrive under pressure, and want to develop their careers within a global financial institution with deep roots in the region.
- A clearly defined career path within Citi's Custody Operations function, with access to development opportunities as the team grows.
- Exposure to a high-volume, complex operational environment that builds expertise in custody services and financial markets.
- Day-to-day collaboration with experienced colleagues across operations, risk, and client services functions.
- Access to Citi's global learning and development resources to support your continued professional growth.
- A role with genuine client impact, where your work directly influences the quality of service delivered to institutional custody clients.
- Onsite working arrangement that places you at the center of team activity and client operations.
Apply today to bring your client service expertise to a role where performance, precision, and professional growth come together at one of the world's leading financial institutions.
身為花旗保管業務營運團隊的客戶服務人員 ，您將在台灣管理一批高端直接保管客戶，擔任客戶查詢、問題處理及持續服務交付的主要聯絡窗口。本職位橫跨客戶關係管理與卓越營運兩大領域，讓您在協助團隊處理大量交易的快節奏金融環境中，為客戶體驗帶來實質影響。您的工作將直接支撐客戶關係的穩健發展，並提升花旗對保管客戶的整體服務品質。
工作職責
- 管理直接保管客戶群，確保所有查詢均能被及時確認、調查與處理，並符合既定的服務標準與專業要求。
- 擔任團隊的主要升級處理窗口，提供指導與支援，確保各項客戶互動的服務品質保持一致。
- 透過定期電話及面對面溝通，建立並維繫穩固的客戶關係，主動識別並回應客戶需求。
- 於系統中斷或市場異常事件期間，主動向客戶溝通，提供即時更新，直至問題完全解決。
- 發掘面向客戶的流程改善機會，並積極推動相關措施的落實，以提升整體客戶體驗。
- 對複雜客戶問題進行深入分析與診斷，必要時協調內部跨部門團隊共同處理升級事項。
- 持續關注市場動態與法規變化，確保客戶群的服務交付符合最新的合規要求。
- 協助執行營運控制相關工作，包括定期審查、稽核準備、產能規劃及報告撰寫，維護穩健的服務環境。
必要資格與技能
- 具備 2 至 5 年客戶服務相關工作經驗，並能有效管理客戶關係及處理複雜查詢。
- 具備清晰簡潔的中英文書面及口頭溝通能力，能夠自信地向客戶及內部利害關係人傳達資訊。
- 具備優異的組織規劃能力，能夠同時管理多項任務，並在時間壓力下達成預期成果。
- 具備分析與調查能力，能夠診斷問題根因並提出有效的解決方案。
- 具備自我驅動與負責任的工作態度，能夠獨立評估風險並做出合理決策。
- 致力於提供高品質的客戶服務，持續以建立信任關係及達成可衡量成果為目標。
- 須通過台灣主管機關規定之信託業務人員專業測驗。
- 具備學士學位或同等專業經驗。
加分資格與技能
- 具備金融服務或商業環境相關背景，熟悉保管、證券或相關業務營運者尤佳。
- 曾參與流程改善或客戶體驗提升專案，並在營運團隊中推動相關成果。
- 熟悉台灣或亞太地區金融市場相關法規架構或合規要求。
我們提供
加入花旗台灣保管業務營運團隊，您將置身於一個高績效的工作環境，您的每一項貢獻都能直接影響客戶成果。這個職位適合具備主人翁精神、能夠在高壓環境中發揮所長，並希望在深耕台灣市場的全球金融機構中持續發展職涯的專業人士。
- 在花旗保管業務營運部門中擁有清晰的職涯發展路徑，並可隨團隊成長獲得更多發展機會。
- 透過高量且複雜的業務環境，深化在保管服務與金融市場領域的專業能力。
- 與營運、風險及客戶服務等各領域的資深同仁緊密合作，共同解決實務挑戰。
- 獲得花旗全球學習與發展資源的支持，持續推動個人專業成長。
- 承擔具有真實客戶影響力的工作，您的付出將直接提升花旗對機構保管客戶的服務品質。
- 採全程到辦公室上班模式，讓您身處團隊核心，緊密參與客戶業務的日常運作。
立即投遞履歷，將您的客戶服務專業帶入這個兼具績效挑戰、精準要求與職涯成長的舞台，與全球頂尖金融機構之一共創卓越。
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Job Family Group:
Customer Service------------------------------------------------------
Job Family:
Institutional Customer Service------------------------------------------------------
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.------------------------------------------------------
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