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A Service Relationship Manager's (SRM) is the service contact for RP managed Citigold customers at the Wealth Management Centre. 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 (RP).
You will be responsible to assist the Relationship Professional 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.
Make daily relationship calls to engage and interact with customers at a personalised level
Assist and support Relationship Professional
Primarily serve the Citigold customers on Wealth Management Banking needs
Contribute to operational efficiencies to enable the team 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
Exercise due diligence and independence when reviewing requests from Sales Staff
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.
EXPERIENCE AND EDUCATIONAL REQUIREMENTS
Degree or vocational qualification in business or finance related subject is desirable
Diploma of Financial Planning is highly desirable
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
When you work at Citi, you will be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and use the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi Australia is an Employer of Choice for Women and supports a flexible work environment.
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Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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