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Client Service Officer

Job ID 20233600 Primary Location Melbourne, Australia; Job Category Banking
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The role of the Client Service Officer is to provide a pro-active customer service experience to all Citi’s domestic and international clients covering both investor and intermediary client types in support of both Australian and New Zealand markets and extending to global markets. They are required to meet the SLA turn around in responding to all incoming queries received by telephone or email. Client associates also face off to local and regional Client Executives as well as Regional Global Window operations in servicing client’s needs across trade support and corporate actions.


  • To receive and distribute all incoming client inquiries for the department and monitor responses to ensure accuracy and adherence to our communication and service standards
  • Record all incoming queries in the Enquiry Database system
  • Provide CDS (Citidirect for Securities) level 1 support for all clients
  • Within the group, prepare and manage client credit requirements for each settlement day in conjunction with the a/c management, risk and credit teams
  • Monitor all settlement systems to ensure all issues are escalated and resolved without client impact
  • Monitor and calculate client’s stock positions where necessary
  • The preparation of weekly/monthly client service reports for presentation in client service meetings with operations management and the account management team
  • Maintain all client signatory lists, standing instructions and service standards to ensure the information is kept up to date
  • Participate in all new client take on’s to ensure a smooth implementation
  • Communicate any cross selling opportunities to the Account Management Team in dealings with clients
  • Conduct regular client service calls and prepare and distribute call reports
  • Participate in system testing and process improvement projects
  • Manage receipt and distribution of incoming client instructions by facsimile and MT599 SWIFT
  • Escalate client issues to supervisors and managers where necessary
  • Providing effective backup and assistance to other team members within the group. This includes support for processing of equities, managed funds, A&T, cash, corporate actions as well as private equity transactions
  • Within the group, assist with the preparation and distribution of daily, weekly and monthly MIS for distribution to local and regional senior management
  • Design and maintenance of procedures and documents pertaining to client service and settlement processing
  • Participate in teams cross training programs as required to further develop own skill-set and be able to provide support to other teams as required. This incorporates performing duties on NZ client service desk as well as night desk support.
  • Proactively work with other internal Citi teams to ensure understanding of changing client requirements and needs
  • Be able to understand, explain and guide clients through basic and complex corporate action events.
  • Work with our Corporate Actions team to ensure event information and requirements are client friendly while not adding additional risk to Citi
  • Be able to understand, calculate and explain to clients any tax withheld on income payments


  • Qualifications

  • Securities Institute (SIA) or tertiary qualifications preferred but not essential.

  • Description of minimum work experience required for this role

  • Minimum of 2 years Settlements / Client Service experience , gained within a broking or custody environment


Job Family Group:

Operations - Transaction Services


Job Family:

Securities and Derivatives Processing


Time Type:

Full time


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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 review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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