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Wealth Service Recovery - Resource Officer

Job Req ID 21305880 Primary Location San Antonio, Texas; O'Fallon, Missouri Job Category Consumer Sales
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The Citigold Private Client segment was launched in late 2019 and is the top tier Banking and Investment experience in the US Retail Bank.   The Citigold Private Client (CPC) initiative aims to develop a robust and differentiated banking & wealth management value proposition targeting the High Net Worth segment (defined as $1MM+ Deposits & Investments with Citi)

The initiative delivers a new CPC branded value proposition with comprehensive offerings including enhanced banking and investing package (e.g., preferred pricing / rates / fees, enhanced money movement features / limits/convenience, exclusive investment offerings), stellar client servicing (e.g., dedicated CPC call center with higher entitlement, prioritized servicing across business units), optimized coverage model and premium rewards programs

The Wealth Service Recovery Resource Officer is considered a subject matter expert on investment and banking procedures and processes.  The Resource Officer will work on a team comprised of specialists with a focus on supporting all incoming escalations from our wealth teams. The Resource Officer provides first level support and escalation to licensed and non-licensed associates, internal partners and clients.  They handle escalated customer inquiries and ensures client requests/problem resolution is handled promptly and seamlessly.  The Resource Officer works closely with business partners to review front line metrics (e.g. questions raised, frequency of escalated items, etc...) and use that data to develop individual and team based coaching opportunities.

Key Responsibilities:

  • Addresses procedural / process related questions and concerns from associates and assists with problem resolution.  Resolves escalations from clients, Wealth Teams, senior leadership or executive levels
  • Provides point of call resolution, a research/escalation resource and partners with process specialists to research and resolve client requests
  • Supports an expansive and/or diverse array of products/services (e.g. Investment, banking, mortgage)
  • Liaises with strategic partners, managers and department to resolve client requests promptly and achieve excellent internal and external customer service
  • Documents, tracks and monitors items escalated to them to ensure a timely resolution.  Tracks all items using internal tracking system
  • Responsible for keeping detailed records of open client issues and monitoring them accordingly
  • Works with business partners in identifying performance issues, drafting and executing team and individual based training.  Collaborates with training partners to align coaching efforts with training strategy, focusing on knowledge and service improvement
  • Monitors and manages standard call center metrics for abandonment rate, service level, staffing requirements, capacity planning, etc…

Qualifications

  • Strong business acumen with an in-depth understanding and alignment to the internal operating model and overall value proposition
  • Consistent top-tier performer.  Ability to handle and expedite multiple tasks in a dynamic, fast paced service environment
  • Exceptional critical thinking / problem solving skills to immediately address escalated client issues
  • Superior client service proficiency including excellent verbal, written and listening skills
  • Customer focused, detail oriented individual with ability to maintain a positive attitude in high-stress and fast-paced work environment
  • Strong desire to create a top notch client experience with every client, every day
  • Understanding of multiple products across business lines combined with exceptional networking and relationship building skills (Banking, Cards, Mortgage, etc…)
  • Series 7, 63 licenses required
  • Series 9, 10 licenses required or obtained within 150 days of hire

BS/BA degree or equivalent combination of education/experience

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Job Family Group:

Consumer Sales

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Job Family:

Consumer Sales Support

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Time Type:

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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.

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