Bilingual Customer Service Sr Analyst

Bilingual Customer Service Sr Analyst

Working at Citi is far more than just a job. A career with us means joining a team 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.

Job Overview

A Service Officer provides service support to the Citi Private Latin America businesses. Their focus is to ensure that effective client service is provided to our ultra high net worth clientele. They utilize the client relationships they build to recognize business growth opportunities. The Service Officer strives to continuously improve all of its end-to-end processes, procedures, and operational platforms to consistently exceed our client's needs and expectations.

• Actively supports a Private Banker in delivering consistently high quality banking, credit, trust, fiduciary, capital markets, and investment services to target market clients.
• Strengthen private banking relationships by providing efficient and timely client service and problem resolution.
• Ensure adherence to all internal policies and compliance to legal and regulatory requirements.
• Process all client transactions and respond to all inquiries, from external and internal clients to ensure proper validation and execution of customer instructions.
• Stay abreast of all CPB products, services, and processes.
• Deliver wealth management services to CPB Latam clients with guidance from the Banker teams.
• Manage and execute client transactions with respect to business and individual banking, credit, and investment products. Ensure transactions are completed within audit and compliance standards as well as timely execution.
• Be attentive and diligent in daily work habits to recognize fraudulent transactions.
• Take ownership of client investigations (e.g., statement reporting issues and pricing inquiries) and collaborate with operational and middle office teams to ensure effective resolution.
• Coordinate account maintenance for all products and reporting on WINS (including address changes, banker / expense code changes, account status changes, stop payments, no post, rates and fee waivers).
• Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction.
• Proactively assist in preparation of PB client trips, arrange and participate in client visits.
• Obtain banker / client appointments to build upon existing or establish new relationships.
• Identify and document new business opportunities for referral to banker or product specialist.
• Utilize internal systems to properly support CPB clients and perform responsibilities through proficient use of the following Citi Private Bank platform applications such as One Source, WINS, DMS, OLOD, etc)
• Open and link accounts on One Source. Assist Banker to obtain approval on account openings. Independently review all docs and link all client accounts to the appropriate relationship.
• Proactively follow up with clients on post-sale and address concerns.
• Proactively look to uncover business opportunities, client's unique needs and requirements, and discuss them with the Private Banker.
• Participate in service related process improvements.

Execution (Client Instructions & Requests) :

Compliance / documentation / control :

60 days to a minimum. Ensure timely and precise viable action plans on weekly o / d reports.

120 days, Zero expired BRM's, Zero operational losses, Zero self-test errors, minimize adjustments & refunds, adhere to policies and procedures in order to achieve satisfactory results on audits & reviews.

Qualifications and Education :