Senior Client Onboarding Specialist

Citi • Tampa, FL

10d • $70,720 - $106,080 • Onsite

About The Position

The Client Onboarding Sr Analyst is a seasoned professional role that applies in-depth disciplinary, subject-matter, and industry knowledge to improve processes and workflows and contribute to the development of new techniques. The role coordinates across areas to support sub-function and business objectives, evaluates moderately complex and variable issues with potentially substantial impact, and uses analytical skills to filter, prioritize, and validate complex information from multiple sources. Strong communication and diplomacy are required, and the role regularly takes informal or formal leadership responsibilities, including coaching and training new recruits. Its work can have significant impact across projects and geographies, and the performance of the individual directly affects team performance.

The position manages account-opening and maintenance processing, customer interactions, documentation, and system setups. It is accountable for timely, accurate processing and high-quality service to customers and internal partners. The role also manages projects and cross-functional relationships, monitors customer satisfaction and service levels, develops process improvements, establishes risk-management practices and controls, and tracks defects and productivity. The employee is expected to make business decisions with appropriate attention to risk, compliance, ethics, and protection of the firm, its clients, and its assets.

The role is based in an office setting in Tampa, Florida. Minimal travel and additional office hours may be required during projects. The position requires minimal physical effort but may involve prolonged, intense concentration in front of a computer. Staggered hours, shifts, weekends, and public holidays may be required.

Requirements

• 5–8 years of experience in documentation review, account maintenance, and related cash products is preferred.
• Good interpersonal communication skills and the ability to communicate with internal and external business partners.
• Clear and concise written and verbal communication skills.
• Project-management skills, including financial cost-management skills.
• Advanced execution skills and the ability to prioritize.
• Exposure to customer service, systems, testing, and rollouts.
• Ability to achieve business objectives without compromising established controls and risk parameters.
• Ability to interact confidently with senior management and/or regulators.
• Ability to coach and develop people, identify talent, and retain talent.
• Ability to partner with businesses and other support functions at senior levels to set strategy and priorities.
• Ability to perform under pressure and convert opportunities from risk.
• Openness to staggered hours or shifts, weekends, and public holidays.
• Proficient written and spoken English.
• Bachelor’s/university degree or equivalent experience.

Responsibilities

• Manage customer interactions, documentation issuance and review, and system setups.
• Deliver account-opening functions accurately and on time, provide excellent customer service, and resolve customer issues.
• Manage day-to-day account-opening and maintenance processing, including in-process, pended, and service-related activities.
• Ensure account-opening and maintenance requirements are clearly defined across applicable scenarios, providing high-quality service to customers and internal partners.
• Manage account-services projects and cross-functional relationships with other teams.
• Determine new work procedures and analyze complex, variable issues with significant departmental impact.
• Encourage cross-functional training to broaden staff skills and optimize manpower to improve productivity.
• Understand client and new-customer requirements and implement them correctly, ensuring appropriate support for new requirements and initiatives.
• Monitor customer satisfaction and service levels, drive process changes, and provide innovative solutions to clients.
• Maintain a robust processing environment with effective controls and establish risk-management practices and checkpoints.
• Identify ways to reduce internal and external transaction defects and develop performance metrics to track defects and productivity.
• Assess risk in business decisions, support compliance with applicable laws, rules, regulations, and policy, apply sound ethical judgment, and transparently escalate, manage, and report control issues.
• Build rapport with internal stakeholders, provide input to the team, resolve issues promptly, and raise business-risk issues to senior forums when appropriate.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k)
• Life, accident, and 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

What This Job Offers

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