Bi-Lingual Client Service Officer Assistant Vice President

Bi-Lingual Client Service Officer Assistant Vice President

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Job Overview

The Bi-Lingual 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. The client base for this business includes Ultra High Net Worth Individuals and Families, nationally recognized Law Firms and their Partners.

The successful candidate will work very closely with our Banking teams and partners applying in-depth knowledge of banking, lending and investments products to deliver against client requests.

Serve as the primary client contact post onboarding to ensure requests are acknowledged and completed timely and effectively to drive client satisfaction and build client relationships.

As a component of the overall coverage team, partner with Sales Teams to drive servicing and engagement with client to meet and exceed their needs.

Accountability for servicing book of assigned high net worth clients by delivering high-touch and value added service by assessing each request, understanding urgency and risks and prioritizing appropriately.

Participate in client visits, perform service quality check-in calls to clients when needed and identify opportunities that may be referred to Sales Teams.

Manage and execute high value client transactions with respect to business and individual banking, credit and investment products. Transaction types may include: wires, loan draws, branch requests, time deposits booking, security transfers. Evaluate and authenticate each instruction to ensure validity before processing to mitigate risks of fraud against client requests.

Evaluate complex multi-leg client requests to ensure understanding of mitigated risks and execute accurately and timely.

Engage with clients when fraud is identified on accounts, complete evaluation of activity and take immediate steps to secure account.

Take ownership of concerns raised across all client facing channels within USPB and Wealth, e.g., digital, branch, Wealth teams, and collaborate with operational and middle office teams to ensure effective resolution.

Coordinate account maintenance for all products including address changes, telephone number updates and account status changes.

Conduct client outreach when appropriate regarding important notifications.

Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction.

Contribute to the implementation of process improvements to improve client experience and/od operating model.

Escalate customer feedback, processing delays and errors appropriately. Maintain knowledge of business standards, policies, regulations and platforms that govern all activities within the role.

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.

Job Qualifications

• Bilingual - English / Spanish written and verbal communication skills is required; Portuguese is preferred
• 5 to 8 years of relevant experience
• Ability to multi-task with strong organizational and time management skills.
• Ability to prioritize with strong organizational and time management skills per the needs of banker teams and clients
• Strong interpersonal skills with the ability to interact with peers, colleagues and partners at all levels.
• Strong problem solving skills, with the ability to analyze data
• Attention to detail
• Client facing experience with focus on operational delivery
• Knowledge of banking, investments and credit products

Education

• Bachelor's/University degree or equivalent experience