Bi-Lingual Client Service Officer Assistant Vice President

Citi • New York, NY

1d • Onsite

About The Position

The Client Service Officer is a strategic professional who stays abreast of developments within their field and contributes to directional strategy by considering their application in their job and the business. This role is recognized as a technical authority within an area of the business, requiring basic commercial awareness and developed communication and diplomacy skills to guide, influence, and convince colleagues and occasional external customers. The position has a significant impact through complex deliverables and provides advice and counsel related to the technology or operations of the business, affecting the overall performance and effectiveness of the sub-function/job family. The client base includes Ultra High Net Worth Individuals and Families, nationally recognized Law Firms and their Partners. The successful candidate will work closely with Banking teams and partners, applying in-depth knowledge of banking, lending, and investments products to fulfill client requests. This role serves as the primary client contact post-onboarding to ensure timely and effective completion of requests, driving client satisfaction and building relationships. As part of the overall coverage team, the officer partners with Sales Teams to enhance servicing and engagement to meet and exceed client needs.

Requirements

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

Nice To Haves

• Portuguese is preferred

Responsibilities

• Serve as the primary client contact post onboarding to ensure requests are acknowledged and completed timely and effectively to drive client satisfaction and build client relationships.
• As a component of the overall coverage team, partner with Sales Teams to drive servicing and engagement with client to meet and exceed their needs.
• Accountability for servicing book of assigned high net worth clients by delivering high-touch and value added service by assessing each request, understanding urgency and risks and prioritizing appropriately.
• Participate in client visits, perform service quality check-in calls to clients when needed and identify opportunities that may be referred to Sales Teams.
• Manage and execute high value client transactions with respect to business and individual banking, credit and investment products.
• Evaluate and authenticate each instruction to ensure validity before processing to mitigate risks of fraud against client requests.
• Evaluate complex multi-leg client requests to ensure understanding of mitigated risks and execute accurately and timely.
• Engage with clients when fraud is identified on accounts, complete evaluation of activity and take immediate steps to secure account.
• Take ownership of concerns raised across all client facing channels within USPB and Wealth, e.g., digital, branch, Wealth teams, and collaborate with operational and middle office teams to ensure effective resolution.
• Coordinate account maintenance for all products including address changes, telephone number updates and account status changes.
• Conduct client outreach when appropriate regarding important notifications.
• Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction.
• Contribute to the implementation of process improvements to improve client experience and/od operating model.
• Escalate customer feedback, processing delays and errors appropriately.
• Maintain knowledge of business standards, policies, regulations and platforms that govern all activities within the role.
• Appropriately assess risk when business decisions are made, demonstrating particular 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 behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Benefits

• discretionary and formulaic incentive and retention awards
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees