Custody Client Service Officer - Hybrid

At Citi, our employees reflect the remarkable range of cultures and perspectives of our clients across the more than 160 countries and jurisdictions where we do business – a powerful advantage that combines global insights with deep local knowledge. We recognize that unique individuals, collaborative teams and inclusive leaders have far-reaching impact and are the engines of new ideas. It’s our willingness to embrace the richness of our diverse teams, ideas and possibilities that drives our growth and progress.

What progress will you make?

We provide a full suite of Securities Services in more than 100 markets, including our proprietary network of over 60 branches and across 23 fund domiciles. Our solutions include custody, clearing, asset servicing, fund administration, ETF services, middle office, agency securities lending, collateral management, transfer agency, and fiduciary services..

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. They are required to meet the SLA turn around in responding to all incoming queries received by telephone or email. Officers 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. Role also includes some processing of AU and NZ transactions across custody and broking systems for multiple asset classes.

In this role, you’re expected to:

• 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

As a successful candidate, you’d ideally have the following skills and exposure:

• Minimum of 2 years Settlements / Client Service experience , gained within a broking or custody environment
• Securities Institute (SIA) or tertiary qualifications preferred but not essential
• Experience on clearing systems i.e. CHESS, EXIGO and RBNZ
• Exposure to client contact i.e. – proactive and/or quality service
• Working knowledge of the Equities, Fixed Income and Cash markets in Australia and New Zealand
• Knowledge of SWIFT
• Understanding of corporate action events
• Strong communication skills and client service experience
• Highly organised, with an ability to prioritise work and meet deadlines
• Ability to work in a team environment with minimal supervision
• Keen learner and pro-active in initiating process improvement
• Willingness to assist others when required

#LI-Hybrid

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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.

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