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STRATEGIC INTENT A Service Relationship Manager's (SRM) is the service contact for Citigold customers at the branch. 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. You will be responsible to assist the Relationship Managers in resolving customer service issues. 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 you 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. KEY ACCOUNTABILITIES 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 breaches to include minimising 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 Programs.
KEY BEHAVIOURAL COMPETENCY REQUIREMENTS
Delivering results and meeting customer expectations
Coping with pressures and setbacks
Following instructions and feedback
Adhering to principles and values
Working with people
Relating and networking
Achieving personal work goals and objectives
EXPERIENCE AND EDUCATIONAL REQUIREMENTS Educational Degree or vocational qualification in business or finance related subject is desirable Diploma of Financial Planning is highly desirable Licences RG146 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
Provide sales support by designing and implementing process improvements
Support new products, promotions, and projects defined by the business
Resolve most issues by applying professional judgment when interpreting data and results
Review and provide training material to sales and operations
Support sales activities for high profile clients
Provide administrative assistance for sales management teams
Ensure sales team are compliant with regulations
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.
2-5 years of relevant experience
Required Licensing: Series 7 and Series 63
Working knowledge of related industry practices and standards
Consistently demonstrates clear and concise written and verbal communication
Bachelor's degree/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. ------------------------------------------------- Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - AU------------------------------------------------------ Time Type :Full time------------------------------------------------------ Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity. Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity CLICK HERE . To view the "EEO is the Law" poster CLICK HERE . To view the EEO is the Law Supplement CLICK HERE . To view the EEO Policy Statement CLICK HERE . To view the Pay Transparency Posting CLICK HERE .
Internal Number: 6308065
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