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Career Opportunity

Service Relationship Manager NSW

  • Primary Location: Australia,New South Wales,Sydney
  • Education: Associate's Degree/College Diploma
  • Job Function: Private Client Coverage
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 19020331


Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients. 

A Service Relationship Manager (SRM) is the service contact for Citigold customers. Their role is 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.

They will be responsible for assisting Relationship Managers in resolving customer service issues.

The 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, they 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.

Key Accountabilities

Support and Service

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

  • Assist and support Relationship Managers

  • Primarily serve the Citigold customers on Wealth Management Banking needs

  • Contribute to branch operational efficiencies to enable branch 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 breachesto 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 Branch 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 Program 


Experience and Educational Requirements

  • Educational:

    • Degree or vocational qualification in business or finance related subject is desirable
    • Diploma of Financial Planning is highly desirable
  • Licenses

    • RG146

    • 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

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

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