Lifestyle Relationship Manager (Officer)

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Job Overview

A sophisticated individual should be someone who understands the motivation of UHNW clients and be able to interpret client requests, to engage the right resources to deliver on the client experience.

The individual needs to understand the importance of the dual role he/she plays:

To be the Citi ULTIMA brand custodian when interacting with clients

To be the client custodian when working through internal linkages and partners to deliver on client requests                

Scope of Responsibilities:

• Be the single most important point of contact for customers with regards to their credit cards servicing and lifestyle management needs
• Have a keen understanding of the travel and lifestyle preferences of high net worth individuals
• Work with external servicing partners so that to ensure that clients needs are met not just reactively but also proactively
• Handle customer complaints and take relevant remedial actions in real time; anticipate any such instance that may require proactive approach rather than post facto
• Establish close working relationships with operations and affiliated businesses for smooth back end operations
• Ensure all activities are in compliance with Monetary Authority of Singapore (MAS) and Bank Guideline
• Be the key driver of business goals on service and sales on the ULTIMA card product in Singapore
• Support initiatives that drive improvement of customer satisfaction scores

Qualifications Required:

• Experience in relationship management and client handling of 5-8 years
• Keen interest in travel and lifestyle with prior knowledge of the travel, luxury and hotel industry dynamics
• University/undergraduate degree

Key Competencies Required:

• Strong problem handling and resolution skills with ability to manage client expectations simultaneously
• Strong general knowledge of topics ranging from politics, finance, high net worth competitive landscape and appreciation of lifestyle preferences of this segment of clients
• Ability to create strong individual presence and confidence
• Ability to multitask and perform under highest level of service
• High level of networking skills
• Good communication and presentation skills

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