Officer, Inbound Customer Service - Wealth Operations

The Officer, Inbound Customer Service - Wealth Operations is a position responsible for handling inbound customer interactions through phone while ensuring adherence to Citi's policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues while delivering positive and professional customer experience.

Job Description

As an Affluent Customer Service Officer within Wealth Operations, this role would be a pivotal point of contact for our valued affluent clients, including CitiGold and CitiGold Private Client segments. This role is responsible for delivering an exceptional client experience through various interaction channels, primarily phone and chat messaging, while strictly adhering to Citi's global policies and regulatory guidelines. The primary objective will be to efficiently resolve client inquiries and issues, ensuring every interaction reflects a positive, professional, and premium service standard. This role is crucial in reinforcing Citi's commitment to client-centricity and operational excellence in wealth management.

Key Responsibilities:

• Client Engagement & Support:
  • Handle incoming inquiries, transactions, technical support requests from affluent clients with the utmost professionalism and efficiency.
  • Provide accurate, comprehensive information regarding Citi's diverse product and service offerings, promotions, and banking procedures.
  • Champion digital interaction of Citi Mobile app and Citibank Online, educating clients on the benefits and usage of our digital tools and self-service platforms.
• Service Excellence & Compliance:
  • Deliver a consistently premium service experience tailored to the specific needs of affluent clients (CitiGold, CitiGold Private Client).
  • Maintain strict compliance with internal controls, banking regulations, and operational procedures, ensuring the highest level of discretion and integrity when handling confidential client information.
  • Strive for optimal service-level attainment, with a strong focus on First Call Resolution (FCR) and achieving high Customer Satisfaction scores.
• Knowledge & Development:
  • Maintain an up-to-date, comprehensive knowledge base of all bank products, services, digital tools, and relevant financial market trends.
  • Identify opportunities to cross-sell or up-sell relevant products and services, referring qualified leads to specialized sales teams.
  • Actively participate in training sessions and commit to continuous professional development to enhance expertise and service capabilities.
• Process Improvement & Innovation:
  • Contribute to the department's continuous improvement initiatives, driving innovation, system enhancements, and process reengineering efforts.
  • Demonstrate awareness of evolving digitalization trends in customer service (e.g., service portals, AI chatbots) and proactively suggest opportunities for automation or workflow optimization.
  • Support digital transformation initiatives aimed at enhancing the client experience and operational efficiency.
• Team Collaboration:
  • Collaborate effectively with team members and other internal departments to achieve collective goals and ensure a seamless, integrated client experience.

Skills:

• Exceptional Communication: Outstanding verbal and written communication skills, with the ability to articulate complex financial concepts clearly, concisely, and empathetically to affluent clients.
• Interpersonal Excellence: Strong interpersonal skills, including active listening, rapport-building, and the ability to exercise discretion and maintain integrity with sensitive client information.
• Problem-Solving & Analytical: Highly developed problem-solving and analytical abilities, with a keen eye for detail to address client needs effectively.
• Technical Proficiency: Proficiency in financial software, Customer Relationship Management (CRM) systems, and the Microsoft Office Suite.
• Organizational & Adaptability: Strong organizational skills, meticulous attention to detail, and the ability to manage high call volumes, prioritize tasks, and adapt to changing client demands and priorities in a fast-paced environment.
• Teamwork & Independence: Proven ability to work both independently and collaboratively as part of a high-performing team.

Desired Attributes:

• Client-Centric Mindset: A genuine passion for delivering superior, personalized service to affluent clients.
• Proactive & Results-Oriented: Self-motivated with a proactive approach to identifying client needs and delivering solutions.
• Professionalism: Impeccable professional demeanor and polished interaction.
• Continuous Learning: A strong commitment to continuous learning and professional growth within the financial services industry.

Qualifications:

• Sufficient experience in service excellence, client interaction, and system comprehension.
• 2-5 years of customer service or call center experience preferred.
• Knowledge of banking products and regulatory requirements preferred
• Language proficiency in English, and Mandarin required to interact with Mandarin speaking clients
• Flexibility to work on shifts and public holidays if needed

Education:

• Bachelor's/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Customer Service
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Job Family:
Service
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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