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.

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.

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