At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.
Citi Global Wealth (CGW) brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices.
Citi Private Bank (CPB) is dedicated to serving the world’s wealthiest individuals and their families. From 52 locations across 20 countries, we offer our services to more than 14,000 ultra-high net worth clients from nearly 100 nations. Our clients include entrepreneurs, business leaders, executives, their heirs and families, whom we offer customized services to help protect and responsibly grow their wealth. Our unique approach focuses on fewer, larger and more sophisticated clients with an average net worth above $100 million.
Responsibilities:
- Attend and fulfill client enquiries and requests relating to their bank accounts within the expected quality and service standards.
- Support internal enquiries and requests from the various business functions in the Bank in regard to systems, processes, procedures and other banking matters.
- Manage client issues and complaints, and work with relevant stakeholders to resolve these issues in accordance to internal procedures and regulatory standards.
- Engage and work closely with partners and stakeholders in identifying root causes of system outages, process gaps and deficiencies. And follow-up on the implementation of preventive measures to prevent recurrence of issues or problems.
- Support the implementation of business change activities and technology initiatives with close partnerships with business, operations and technology functions.
- Review and facilitate client and staff requests with a risk and control perspective, ensuring that the purpose and nature of these requests are in compliance with internal standards and regulatory expectations/requirements.
Education:
- Bachelor's degree/University degree or equivalent experience
Qualifications:
- Minimum 2 years of relevant banking experience preferred
- Experience in customer experience/client issue and complaint handling management
- Proven investigative and analytical skills
- Possess ability to present concepts and influence/lead change
- Demonstrate clear and concise written and verbal communication skills
- Knowledge of risk and control expectations in a banking environment
- Must be comfortable in handling technical system application issues and enquiries
- Deliver high-quality customer service with focus on client issue management and achieving quality results consistently
