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Service Relationship Manager - Fixed Term Contract

Job Req ID 21331476 Primary Location Sydney, Australia Job Category Consumer Sales
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A Service Relationship Manager’s (SRM) is the service contact for RP managed Citigold customers at the Wealth Management Centre. To develop strong customer relationships and build customer loyalty through consistent delivery of error-free and timely service to meet customer needs and also Identify client general financial needs and cross-sell opportunities to refer clients to the appropriate Relationship Professional (RP).

You will be responsible to assist the Relationship Professional in resolving customer service issues.

SRM will also be accountable in deepening the relationships with clients whilst ensuring a high standard of compliance and control is maintained. In addition to this you will build strong internal relationships with the product teams and other subject matter experts across the franchise to tailor solutions to ensure each customer’s unique needs are met.


Support and Service

  • Make daily relationship calls to engage and interact with customers at a personalised level

  • Assist and support Relationship Professional

  • Primarily serve the Citigold customers on Wealth Management Banking needs

  • Contribute to operational efficiencies to enable the team to achieve plan

  • Work closely with internal stakeholders and subject matter experts to achieve business goals and targets.

Client Engagement

  • Ensure current and prospective clients have a consistent, superior Citibank experience through delivery of outstanding service

  • Take full ownership and provide solutions to customers’ problems and ensure satisfaction of problem resolution
  • Exercise due diligence in customer care to ensure good customer contact experience with Citibank, e.g. follow-up and call back to customers

  • Continuously look for improvement opportunities to increase customer satisfaction and work efficiency

  • Leverage working knowledge of investment and banking products as required to deepen client relationships

  • Actively participate in client activities such as product information seminars

Compliance and Control

  • Maintain a high standard of accurate and error free work, which reduces compliance breaches  to include minimizing and reducing critical errors and write offs

  • Comply with established bank and external policies and procedures to ensure the confidentiality and security of bank and client assets and information

  • Exercise due diligence and independence when reviewing requests from Sales Staff

  • Action day-to-day operational and administrative tasks as required

  • Comply with established policies and procedures to ensure confidentiality and security of bank and client assets and information

  • Maintain a high standard of ethics and conduct for sound banking operations, business success and the bank’s reputation

  • Adhere to all applicable requirements established by Citi to ensure they are fully committed to its AML/CTF and/or sanctions compliance responsibilities as set out in the relevant Citi Global, Regional and/or Australian AML/CTF and/or Sanctions Policies, Procedures, Standards, Directives and Programs.


  • Delivering results and meeting customer expectations
  • Coping with pressures and setbacks
  • Following instructions and feedback
  • Adhering to principles and values
  • Working with people
  • Relating and networking
  • Achieving personal work goals and objectives



Degree or vocational qualification in business or finance related subject is desirable

Diploma of Financial Planning is highly desirable



Tier 1 or 2 accredited in managed investments, derivatives, Securities and FX

Previous Industry Experience

  • Operational experience in financial services
  • Frontline service experience – possess strong experience of branch frontline service in the banking industry
  • A good working knowledge in investment products in a retail environment is highly desirable
  • Proven relationship management skills
  • Good knowledge of the retail investment and financial planning industries is desirable
  • Good understanding of industry legislative and compliance regime

Other (eg. Languages)

Foreign language skills are not essential unless specified


Job Family Group:

Consumer Sales


Job Family:

Consumer Sales Support


Time Type:


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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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