Client Service Officer, Vice President

Job Description

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.

Shape your Career with Citi

Citi’s Issuer & Investor Services Operations, supports our clients’ business by drawing on the strength of our unmatched global footprint, which provides them with access to local expertise and scalable solutions to support their ambitions.

We’re currently looking for a high caliber professional to join our team as Client Service Officer, Vice President (Internal Job Title: Client Service Officer - C13) based in Singapore. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life.

In this role, you’re expected to:

The Client Service Officer is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. This role will require people management responsibilities.
Responsibilities:

• Develop and exercise business plans, policies and procedures as well as projects to improve efficiencies, as needed
• Manage a specific product or process within a specific infrastructure area and advise on significant business/product decisions
• Analyze operational flow for potential risks and ensure operational execution
• Oversees complex analyses to identify authentication strategy and procedure gaps
• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards.
• Provide coaching and support to team and serve a point of contact for escalations.
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed.
• Inform clients about problems (system failures, market issues) and provide regular resolution updates.
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience.
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base.
• Escalate customer feedback, processing delays and errors appropriately.
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary.
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment.
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives.
• 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

Qualifications:

• 8-10 years of experience
• Ability to multi-task with strong organizational and time management skills per the needs of teams and clients
• Ability to problem solve and analyze data with demonstration of attention to detail
• Strong verbal and written communication skills
• Client facing experience; strong background and interest in the fields of operations and compliance;
• Relevant Transaction Management/Asset Servicing/Securities Lending experience (business/financial environment) preferred

Education:

• Bachelor's/University degree, Master's degree preferred

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.