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Primary Location: Australia,New South Wales,Sydney
Education: Associate's Degree/College Diploma
Job Function: Private Client Coverage
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 19020331
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
A Service Relationship Manager (SRM) is the service contact for Citigold customers. Their role is to develop strong customer relationships and build customer loyalty through consistent delivery of error-free and timely service to meet customer needs and also identify client general financial needs and cross-sell opportunities to refer clients to the appropriate Relationship Professional. They will be responsible for assisting Relationship Managers in resolving customer service issues.
The SRM will also be accountable in deepening the relationships with clients whilst ensuring a high standard of compliance and control is maintained. In addition to this, they will build strong internal relationships with the product teams and other subject matter experts across the franchise to tailor solutions to ensure each customer's unique needs are met.
Support and Service
Make daily relationship calls to engage and interact with customers at a personalised level
Assist and support Relationship Managers
Primarily serve the Citigold customers on Wealth Management Banking needs
Contribute to branch operational efficiencies to enable branch to achieve plan
Work closely with internal stakeholders and subject matter experts to achieve business goals and targets
Ensure current and prospective clients have a consistent, superior Citibank experience through delivery of outstanding service
Take full ownership and provide solutions to customers' problems and ensure satisfaction of problem resolution
Exercise due diligence in customer care to ensure good customer contact experience with Citibank, e.g. follow-up and call back to customers
Continuously look for improvement opportunities to increase customer satisfaction and work efficiency
Leverage working knowledge of investment and banking products as required to deepen client relationships
Actively participate in client activities such as product information seminars
Compliance and Control
Maintain a high standard of accurate and error free work, which reduces compliance breachesto include minimizing and reducing critical errors and write offs
Comply with established bank and external policies and procedures to ensure the confidentiality and security of bank and client assets and information
Exercise due diligence and independence when reviewing requests from Branch Sales Staff
Action day-to-day operational and administrative tasks as required
Comply with established policies and procedures to ensure confidentiality and security of bank and client assets and information
Maintain a high standard of ethics and conduct for sound banking operations, business success and the bank's reputation
Adhere to all applicable requirements established by Citi to ensure they are fully committed to its AML/CTF and/or sanctions compliance responsibilities as set out in the relevant Citi Global, Regional and/or Australian AML/CTF and/or Sanctions Policies, Procedures, Standards, Directives and Program
Experience and Educational Requirements
Degree or vocational qualification in business or finance related subject is desirable
Diploma of Financial Planning is highly desirable
Tier 1 or 2 accredited in managed investments, derivatives, Securities and FX
Previous Industry Experience
Operational experience in financial services
Frontline service experience - possess strong experience of branch frontline service in the banking industry
A good working knowledge in investment products in a retail environment is highly desirable
Proven relationship management skills
Good knowledge of the retail investment and financial planning industries is desirable
Good understanding of industry legislative and compliance regime
Other (eg. Languages)
Foreign language skills are not essential unless specified
Internal Number: 6303026
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