CitiConnect Client Support Specialist (Mandarin/ Cantonese Requirement)

Citigroup · Kuala Lumpur

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Citi is looking for a CitiConnect Client Support Specialist to join its Cash and Trade client services team, delivering expert technical and operational support across Citi's suite of e-banking platforms. In this role, you will be the primary point of contact for corporate clients navigating complex connectivity, payment, and platform challenges — turning issues into resolutions and building lasting client confidence. Your work directly supports the reliability and quality of services that clients depend on every day.

Responsibilities

• Serve as the dedicated point of contact for corporate clients and internal partners, managing end-to-end resolution of production support issues across CitiConnect platforms including CitiDirect, CitiConnect for Swift, CitiConnect API, and CitiConnect for Files.

• Diagnose and resolve advanced technical queries related to Host-to-Host connectivity, encryption, certificate updates, and payment file format validation, coordinating with technology teams, vendors, and product teams as needed.

• Track escalated cases through to resolution, ensuring timely updates are communicated to clients and that agreed service level agreements are consistently met.

• Verify system configurations to confirm that client payment flows and reporting outputs align with documented requirements, including board resolutions and account mandates.

• Advise clients on best practices for using Citi's e-banking platforms, conducting consulting sessions to improve platform adoption and client self-sufficiency.

• Monitor and manage the performance of external support teams, holding them accountable to agreed service standards and escalating issues where necessary.

• Maintain and develop client relationships through regular communication, proactively informing clients of system disruptions, market events, and resolution timelines.

• Identify and escalate control and compliance concerns transparently, applying sound judgement to protect client assets and uphold Citi's standards.

Required qualifications & skills

• 4-8 years of experience in a client-facing support or technical service role, with demonstrated ability to manage complex issues under tight timelines.

• Ability to break down and resolve advanced technical and operational problems, with clear and timely communication to clients and internal teams throughout the process.

• Working knowledge of Host-to-Host protocols, encryption types, and connectivity frameworks relevant to corporate banking or e-banking environments.

• Proficiency in Microsoft Office and practical familiarity with Windows and macOS environments, including browser and Java-based application configurations.

• Strong analytical and investigative capability, with a structured approach to diagnosing root causes and implementing lasting solutions.

• Ability to manage competing priorities, adapt quickly to shifting circumstances, and deliver consistently under service level pressure.

• Availability for scheduled weekend support and flexibility to adjust shift timings based on operational requirements.

Beneficial skills & qualifications

• Mandarin/Cantonese language proficiency is strongly preferred, given the client base this team supports.

• A background in a technical discipline such as IT, systems support, or network infrastructure would be an advantage in this role.

• Prior experience in a client-facing position within financial services, banking, or a technology-enabled service environment.

• Familiarity with cash management, trade finance, or corporate treasury platforms.

What we offer

At Citi, you will work within a high-performing global team that sits at the intersection of technology and client service, giving you direct exposure to complex financial infrastructure and the clients who rely on it. This is a role where your technical problem-solving and relationship management skills will have real, measurable impact.

• Hybrid working model with three days in the office and two days working remotely, giving you structure and flexibility in equal measure.

• Exposure to Citi's global network of clients, technology partners, and internal teams across Cash and Trade, broadening your professional reach and expertise.

• Access to learning and development opportunities to deepen both your technical knowledge and client management capability.

• A collaborative team environment where performance, accountability, and shared outcomes are valued.

• Wellbeing and financial benefits in line with local market standards, supporting your long-term health and financial security.

• A clear career pathway within Citi's client services and operations functions, with scope to grow into senior support or specialist roles over time.

Apply now to bring your client support expertise to a global team where your technical skills and client focus will shape the experience of Citi's corporate clients every day.

Education:

 •    Bachelor's degree/University degree or equivalent experience.

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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.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.

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