CPWM NIC Resource Officer
About The Position
The CPWM - NIC Resource Officer is a subject matter expert on investment and banking procedures and processes. Working on a team of Wealth Solutions Advisors, the officer focuses on delivering advice and service to Citi investment and banking clients. The role provides first-level support and escalation assistance to licensed associates, internal partners, and clients; handles escalated customer inquiries; and ensures client requests and issues are resolved promptly and seamlessly. The officer works closely with business partners to review frontline metrics, such as questions raised and frequency of escalated items, and uses the data to develop individual and team coaching opportunities. The position supports an expansive and/or diverse array of products and services, including investment, banking, and mortgage offerings. Other job-related duties may be assigned as required.
Requirements
- 5–8 years of relevant experience.
- Strong business acumen and an in-depth understanding of, and alignment with, the internal operating model and overall value proposition.
- Consistent top-tier performance.
- Ability to handle and expedite multiple tasks in a dynamic, fast-paced service environment.
- Exceptional critical-thinking and problem-solving skills to address escalated client issues promptly.
- Superior client-service proficiency, including excellent verbal, written, and listening skills.
- Customer-focused, detail-oriented approach and ability to maintain a positive attitude in a high-stress, fast-paced work environment.
- Strong desire to create an excellent client experience with every client, every day.
- Understanding of multiple products across business lines, combined with exceptional networking and relationship-building skills.
- Required US FINRA registrations: SIE, Series 7, Series 63 or Series 66, Series 9, and Series 10.
- Must meet all US FINRA registration requirements within 150 days of hire.
- BS/BA degree or an equivalent combination of education and experience.
Responsibilities
- Address procedural and process-related questions and concerns from associates, and assist with problem resolution.
- Resolve escalations from clients, Wealth Teams, senior leadership, or executive levels.
- Provide point-of-call resolution and serve as a research and escalation resource, partnering with process specialists to research and resolve client requests.
- Support a diverse array of products and services, such as investment, banking, and mortgage offerings.
- Liaise with strategic partners, managers, and departments to resolve client requests promptly and deliver excellent internal and external customer service.
- Document, track, and monitor escalated items using the internal tracking system to ensure timely resolution.
- Maintain detailed records of open client issues and monitor them accordingly.
- Work with business partners to identify performance issues and develop and deliver team- and individual-based training; collaborate with training partners to align coaching with training strategy and improve knowledge and service.
- Monitor and manage standard call center metrics, including abandonment rate, service level, staffing requirements, and capacity planning.
Benefits
- Medical insurance
- Dental insurance
- Vision coverage
- 401(k)
- Life insurance
- Accident insurance
- Disability insurance
- Wellness programs
- Paid time off, including vacation and sick leave
- Paid holidays
- Discretionary and formulaic incentive and retention awards may be available to eligible employees
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What This Job Offers
Job Type
Full-time
Career Level
Senior
