Job Description
Client services Officer represent the first point of contact for clients needing assistance with businesses' products and its associated services. Identifies inconsistencies in data or results, defines business issues and formulates procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Timely review of Clients feedbacks and engage in improving the service relations by providing high level of quality services. Good understanding and experience in managing a team and how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team. Work closely with senior management and represent the team in multiple forums. Actively engage in review of SLA, Procedure review, Audits and monthly process reviews.
Responsibilities:
- Deliver Custody Services to internal clients and external institutional clients for Corporate Action and Income events.
- Supports a range of products/ services and projects in accordance with established systems and procedures, under general supervision.
- Manage and execute client transactions with respect to business, credit, and investment products. Ensure transactions are completed within audit and compliance standards as well as timely majorly revisions of communications, notifications and facilitating postings for Corporate Action or Proxy events.
- Take ownership of client investigations (e.g., statement reporting issues, Asset Servicing inquiries, account set up etc) and collaborate with operational and middle office teams to ensure effective resolution.
- Applies analytical thinking and knowledge of data analysis tools and methodologies to identify process improvements and support the implementation of projects.
- Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction.
- Proactively arrange and participate in client calls and perform service quality check-in calls to clients.
- Identify and document new business opportunities for referral to product specialist.
- Perform responsibilities through proficient use Citi applications. Participate in service-related process improvements.
- Applies a good knowledge of a wide range of specialized administrative/technical skills to monitor, analyze and/or evaluate processes and data; most of the impact is related to the accuracy of tasks performed, and the quality and timeliness of tasks that affect own team and closely related teams.
- Appropriately assess risk when business decisions are made, demonstrating 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.
- Actively participate in process reviews and work towards process streamlining along with Projects resulting in quantifiable results.
Qualifications:
- 7-8 years of relevant experience. Preferable in Client Services role in Custody Asset Services role.
- Well versed with corporate actions and types of events in market.
- Swift notification - MT546, MT568, MT566.
- Good Understanding of Key Dates i.e Ex, Record and Pay dates.
- Income Payments Experience in EMEA and US markets
- Consistently demonstrates clear and concise written and verbal communication skills.
- Ability to multi-task with strong organizational and time management skills per the needs of team and clients
- Ability to problem solve and analyse data with demonstration of attention to detail.
- Strong verbal and written communication skills
- Client facing experience; strong background and interest in the fields of operations and compliance; previous experience & knowledge of investments, banking, and custody products.
Education:
- Bachelor's/University degree or equivalent experience
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Job Family Group:
Operations - Transaction Services
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Job Family:
Securities and Derivatives Processing
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Time Type:
Full time
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Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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.
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