Service Analyst

Role overview

This position supports relationship managers by delivering responsive client servicing and relationship support. The goal is to help strengthen current and prospective client relationships, improve productivity, and ensure a consistently positive customer experience.

What you will do

• Assess client needs, engage proactively, and confirm the issue or request before working toward a solution.
• Handle daily customer service tasks while following Citi’s internal policies, procedures, and guidelines in coordination with the customer service function.
• Provide reliable, timely, and accurate support to relationship managers, including trade execution and broader service support.
• Maintain complete coverage of assigned relationships through active customer engagement.
• Carry out administrative responsibilities in line with approved business operating procedures.
• Support compliance, risk, and control requirements across routine activities.
• Follow the bank’s engagement model for regular interaction with customers, including onboarding and relationship management touchpoints.
• Look for ways to improve processes and service delivery, and participate in initiatives that increase customer satisfaction, loyalty, and operating efficiency.
• Apply operational risk controls through checklists, process manuals, and other BAU safeguards.
• Ensure compliance and regulatory risks are addressed so the business remains audit-ready at all times.
• Use analytical thinking and automation to improve speed, simplify processes, and improve accuracy.
• Resolve customer questions and issues through email, phone, and face-to-face interactions.
• Follow the bank’s procedures for document verification, document retention, instruction processing, client servicing, and complaint handling.
• Support the bank’s digitization efforts by helping clients become comfortable with digital tools and services.
• Perform additional job-related duties as needed.

What we are looking for

• 2 to 4 years of experience in a related position.
• Basic experience in a similar role, with education and experience considered together.
• Strong ability to communicate information clearly and concisely.
• Good verbal and written communication skills.
• Ability to work fairly and objectively in a diverse environment.
• A bachelor’s degree or equivalent practical experience.

Additional information

This is a full-time onsite position based in Dubai, United Arab Emirates.

Citi is an equal opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Reasonable accommodation is available for candidates with disabilities who need help using the hiring tools or applying for a role.