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Client Facilitation Specialist

Job Req ID 21399298 Primary Location Shanghai, China Job Category Institutional Sales
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First Line Client Specialist is a new role that will sit within the business part of the Client Facilitation Team within Global Investor Sales, with dual accountability to the designated sales product or regional head. This is a critical role that will equally improve both the ‘First Line of Defense’ (FLOD) and the Client Experience through:

• Improving the ease of doing business for clients by having a focused, knowledgeable team able to provide cross product solutions to recurring issues
• Remove the administrative burden from sales enabling the sales-force to focus on true value add and client engagement
• Drive improvements to internal efficiency (e.g. KYC/CO) through a centralised client service and support team able to both diagnose issues and identifying potential solutions
• The reduction of manual intervention e.g. improved STP, through the remediation of data and hierarchies (coverage & risk)


  • Proactively support sales to manage the ‘First Line of Defence’
    o Ensuring post-trade processes are managed efficiently and effectively such as:
     Prompt resolution of booking issues causing operational issues
     Prompt resolution of settlement issues and margin disputes etc.,
    o Monitoring of the desks first line controls such as:
     Minimizing credit line breaches
     Ensure credit facilities are sufficient and maintained to support trading
    o Act as a point of escalation and own resolution of operational issues between sales and support functions
    o Diagnose the root causes as issues arise and identify both tactical and strategic solutions owning the delivery
     Proactively mitigating client impact whilst enhancing the client experience
    o Ensuring client set-up is accurate and right first time:
     eComm, Risk or Operational Platforms
    o Client On-boarding and maintenance:
     Ensure new clients or client accounts are requested, prioritised and set-up in a timely fashion
    o Prompt escalation and resolution of client issues
  • Assist sales by coordinating internally and preparing materials ahead of client meetings, including supporting the development and upkeep of client presentations and marketing materials
  • Assist sales by tracking and helping execute on follow up items from internal and client meetings
  • Support sales through the development and execution of client strategy and sales initiatives, including maintenance of associated reports
  • Work with sales team members to keep CRM and other internal systems active and accurate
  • Leading strong governance and controls
  • Work in close partnership with control functions such as Legal, Compliance, Market and Credit Risk, Audit, Finance in order to ensure appropriate governance and control infrastructure
  • Build a culture of responsible finance, good governance and supervision, expense discipline and ethics
  • Appropriately assess risk/reward of transactions when making business decisions; demonstrating proper consideration for the firm’s reputation.
  • Be familiar with and adhere to Citi’s Code of Conduct and the Plan of Supervision for Global Markets and Securities Services


  • 2-5 years relevant experience
  • Fluent in Mandarin and English
  • Understanding of Markets Products or Financial Degree
  • Previous experience in Risk, Legal, Control, Operations would be a plus
  • Some knowledge of the products, clients and business dynamics (flow derivatives, indices, single-stock, exotics, multi asset equity derivative products) will help.
  • Knowledge of client onboarding procedures (KYC requirements, OFAC, etc.) and use of Client Relationship Management (CRM) system
  • Excellent interpersonal skills related to client interaction, and internal team interactions
  • Proficient with Excel, Word, PowerPoint


  • Bachelors/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.


Job Family Group:

Institutional Sales


Job Family:

Institutional Sales Support


Time Type:


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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