Bilingual Customer Service Sr Analyst

Citi-posted 4 months ago
$72,880 - $109,320/Yr
Full-time • Mid Level
Miami, FL
5,001-10,000 employees
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A Bilingual (Spanish and English) Service Officer provides service support to the Citi Private Latin America businesses. Their focus is to ensure that effective client service is provided to our ultra high net worth clientele. They utilize the client relationships they build to recognize business growth opportunities. The Service Officer strives to continuously improve all of its end-to-end processes, procedures and operational platforms to consistently exceed our client’s needs and expectations.

  • Actively supports a Private Banker in delivering consistently high quality banking, credit, trust, fiduciary, capital markets and investment services to target market clients.
  • Strengthen private banking relationships by providing efficient and timely client service and problem resolution.
  • Ensure adherence to all internal policies and compliance to legal and regulatory requirements.
  • Process all client transactions and respond to all inquiries, from external and internal clients to ensure proper validation and execution of customer instructions.
  • Stay abreast of all CPB products, services, and processes.
  • Deliver wealth management services to CPB Latam clients with guidance from the Banker teams.
  • Manage and execute client transactions with respect to business and individual banking, credit and investment products.
  • Be attentive and diligent in daily work habits to recognize fraudulent transactions.
  • Take ownership of client investigations and collaborate with operational and middle office teams to ensure effective resolution.
  • Coordinate account maintenance for all products and reporting on WINS.
  • Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction.
  • Proactively assist in preparation of PB client trips, arrange and participate in client visits.
  • Identify and document new business opportunities for referral to banker or product specialist.
  • Utilize internal systems to properly support CPB clients.
  • Open and link accounts on One Source.
  • Proactively follow up with clients on post-sale and address concerns.
  • Participate in service related process improvements.
  • Execute client instructions and respond to inquiries.
  • Coordinate with the appropriate groups to ensure timely execution with the highest standards.
  • Ongoing communication and interaction with clients via telephone, email, fax or in person.
  • Identify cross-selling opportunities and participate in client visits when appropriate.
  • Receive, authenticate and execute customer instructions on funds transfers.
  • Accurate and timely execution of alternative investments/mutual funds subscriptions, redemptions, structured notes, capital markets or securities purchases and sales.
  • Manage client expectations by influencing others who support service to assist in meeting and exceeding client’s needs.
  • Proactively handle client requests for information and identify new product or service possibilities relevant to client's needs.
  • Respond to client requests to draw upon or pay loans.
  • Provide securities information, quotes and valuations to client and execute all trade requests.
  • Work with Private Banker to determine when to waive fees or reverse account charges or issue refunds within policy.
  • Thoroughly understand and apply all Citi Private Bank policies and processes.
  • Review and ensure that transactions comply with AML/KYC policies and procedures before execution.
  • Identify inappropriate client situations and transactions.
  • Complete the account opening process for all new clients.
  • Review and send all completed documents to intermediaries involved in account administration.
  • Coordinate with Credit Specialist/Investment Finance to ensure timely processing of CA renewals.
  • Maintain Credit Documentation Deficiencies.
  • Utilize all available technology to fullest potential for increased productivity and compliance/audit results.
  • Keep bank records updated and accurate.
  • Bilingual - English / Spanish required.
  • Strong verbal and written communication skills.
  • Knowledge of banking, fiduciary, credit and investments required.
  • Excellent client facing service experience and problem resolution skills required.
  • Strong background and interest in the fields of operations and compliance; previous sales referral experience preferred.
  • Interpersonal and team building skills.
  • High level of integrity and commitment to maintaining confidentiality.
  • Detail oriented and ability to multi-task with strong organizational and time management skills.
  • Ability to problem solve and analyze data with demonstration of attention to detail.
  • Proficiency and aptitude in utilizing systems, MS Office/Windows, web based and other desktop applications.
  • Series 7 & 63 licenses for US based employees.
  • Bachelor's degree/University degree or equivalent experience.
  • Relevant 5-7 years of experience in the financial services industry is preferable.
  • Medical, dental & vision coverage.
  • 401(k).
  • Life, accident, and disability insurance.
  • Wellness programs.
  • Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
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