Client Service Sr. Analyst

Job Summary

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.

Major Job Responsibilities
- Service Maintenance and Contribute to Business Growth
- 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.
- 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):

- Work as one with the Banker Teams to promote understanding and provide seamless delivery of products and services.
- Execute client instructions and respond to inquiries. Initiate transaction requests for new business closed by the Private Banker.
- Coordinate with the appropriate groups to ensure timely execution with the highest standards. Access appropriate operational/product resources for help on more complex issues.
- Interface with Operations and Product Areas to insure timely response to inquiries
- Identify cross-selling opportunities and participate in client visits when appropriate. Work closely with assigned PB's and clients to meet/beat AUM/CNR budget goals of assigned team. Provide banker with suggestions on potential sales opportunities based on perceived client needs, utilizing cash management, large balance and un-invested cash reports, upcoming maturity reports, etc.
- Receive, authenticate and execute customer instructions on funds transfers, execute requests for internal, domestic and foreign funds transfers including FX trades, US multi currency/Foreign Currency products and Loans. (consistent with MPP/MIFT Policy).
- Validate and execute instructions to client requests for foreign drafts and official checks.
- Accurate and timely execution of alternative investments/mutual funds subscriptions, redemptions, structured notes, capital markets or securities purchases and sales.
- Follow-up on the resolution of investigations on client inquiries related to client standards. Resolve client investigations utilizing creative problem solving as necessary.
- Manage client expectations by influencing others who support service to assist in meeting and exceeding client’s needs
- Open, link, and close accounts. Coordinate with Relationship Officer/Private Banker to obtain approval on account openings, independently reviewing all documentation and linking all client accounts to the appropriate relationship.
- Proactively handle client requests for information and identify new product or service possibilities relevant to client's needs. Refer suggested alternatives to the Banker.