Client Services Representative managing relationships with international clients at a SaaS company. Responsible for customer satisfaction, onboarding, and promoting product adoption.
About the role
- Client Services Associate role at Citi providing support for banking and investment clients. Engaging in client service requests and ensuring compliance adherence.
Responsibilities
- Clearly articulate business value proposition (products and services)
- Effectively and timely attend to client service requests received via telephone or email
- Provides exceptional support and issue resolution– all client issues will be owned end to end by the associate and will be treated with a closed loop process
- Ensures customer claims and complaints are handled in accordance with FINRA and firm policy
- Ensures that KYC/AML and other compliance norms are strictly adhered to
- Builds a rapport with clients; utilizes Salesforce regularly for communication of issues/tasks/opportunities
- Builds a rapport with back-office staff and seek out highest level of support from those teams
- Provides timely feedback to senior management to identify client pain points and barriers to exceptional service; offers suggestions on process improvement
- React to client needs for investment products by referring such clients to licensed investment representatives
- Complete client contact campaigns as defined by Sales Management
- Support ad-hoc initiatives/projects as required by Sales Management
- Complete all required trainings pertaining to the function in a timely manner
- 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
Requirements
- 0-2 years of experience in Client Service and/or Sales within financial services (banking, insurance, investments) preferred
- Basic understanding of Know-Your-Customer (KYC) and Anti-Money Laundering (AML) concepts applicable to the Financial Services industry preferred
- Excellent verbal and written communication skills
- Ability to communicate at a professional level
- Positive and can-do attitude
- Excellent people skills and ability to work in a team environment
- Capable of working independently within established procedures and make decisions without manager approval
- Able to perform multiple functions with a high degree of accuracy
- Strong desire to create a top-notch client experience with every client every day
- Open to receiving feedback on a frequent basis
- Ability to support a diverse array of products and services
- Knowledge of Microsoft Office (Excel, Outlook, and Word) preferred.
Benefits
- medical, dental & vision coverage
- 401(k)
- life, accident, and disability insurance
- wellness programs
- paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
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