Bi-Lingual Client Service Officer

Citi • Miami, FL

6d • $81,600 - $122,400

About The Position

The Bi-Lingual Client Service Officer supports a client base that includes Ultra High Net Worth Individuals and Families, nationally recognized Law Firms, and their Partners. The role works closely with Banking teams and partners, applying in-depth knowledge of banking, lending, and investment products to fulfill client requests. The officer serves as the primary client contact after onboarding and partners with Sales Teams to provide high-touch, value-added service and build client relationships.

The position manages servicing for an assigned book of high-net-worth clients, evaluates and executes complex and high-value transactions, addresses fraud and client concerns, coordinates account maintenance, and helps resolve issues across client-facing channels. The officer also supports process improvements, escalates feedback and operational issues, and maintains compliance with policies, regulations, and risk controls.

Requirements

• Bilingual written and verbal communication skills in English and Spanish.
• 5 to 8 years of relevant experience.
• Ability to multitask, with strong organizational and time-management skills.
• Ability to prioritize according to the needs of banker teams and clients.
• Strong interpersonal skills and ability to interact with peers, colleagues, and partners at all levels.
• Strong problem-solving skills and ability to analyze data.
• Attention to detail.
• Client-facing experience focused on operational delivery.
• Knowledge of banking, investment, and credit products.
• Bachelor's/University degree or equivalent experience.

Nice To Haves

• Portuguese language skills are preferred.

Responsibilities

• Serve as the primary client contact after onboarding, ensuring requests are acknowledged and completed promptly and effectively.
• Partner with Sales Teams as part of the overall coverage team to support client servicing and engagement.
• Manage an assigned book of high-net-worth clients by assessing requests, understanding urgency and risk, and prioritizing service appropriately.
• Participate in client visits, conduct service-quality check-in calls when needed, and identify opportunities for referral to Sales Teams.
• Manage and execute high-value transactions involving business and individual banking, credit, and investment products, including wires, loan draws, branch requests, time-deposit bookings, and security transfers.
• Evaluate and authenticate client instructions before processing to verify validity and mitigate fraud risks.
• Assess complex, multi-leg client requests, identify and mitigate risks, and execute requests accurately and on time.
• Engage with clients when fraud is identified, evaluate account activity, and take immediate steps to secure accounts.
• Take ownership of concerns raised through client-facing channels across USPB and Wealth, collaborating with operational and middle-office teams to resolve them effectively.
• Coordinate account maintenance across products, including address and telephone-number changes and account-status updates.
• Conduct client outreach when appropriate regarding important notifications.
• Enforce banking policies and procedures while maintaining high client satisfaction.
• Contribute to process improvements that enhance the client experience and operating model.
• Escalate customer feedback, processing delays, and errors appropriately.
• Maintain knowledge of business standards, policies, regulations, and platforms governing the role.
• Assess risk in business decisions, protect the firm's reputation and the assets of Citi and its clients, comply with applicable laws and policies, exercise sound ethical judgment, and transparently escalate, manage, and report control issues.

Benefits

• Medical, dental, and vision coverage
• 401(k)
• Life, accident, and disability insurance
• Wellness programs
• Paid time off, including vacation, sick leave, and paid holidays
• Eligible employees may receive discretionary and formulaic incentive and retention awards

What This Job Offers

• Job Type: Full-time
• Career Level: Senior