Client Servicing Desk Representative

What do you do at Citi?

I am responsible for the oversight and BAU of the various functions we have within FX, Confirmations, Settlements and Post Settlements. We service the Global FX/MM/Options Businesses across multiple Legal Vehicles. My main area of focus is Risk and Control and People Development.

How does your role/department impact the larger organization?

FX is a key partner to the various Products Citi support and we are key to the liquidity in the Global Markets.

How did you begin a career in your field?

Having worked in a Cash Office, and then in a Bank, I enjoyed Financial Services and that led me to Citi.

What does your day-to-day job entail and what do you like most about it?

My day is always busy between calls, dealing with queries from staff, our internal partners and often from the clients we support. I spend a lot of time focusing on Risk and Control, given the high volumes of transactions we do on a daily basis.

What is the best part about your work environment?

The teamwork and comradery we have within FX. We work hard but we have fun while we do it.

What do you enjoy most about your role?

For me it is the people I work with, they are a very talented, dedicated group who work collectively to achieve our goals. They are the reason I have remained in FX for so long.

What skill set does someone working in this kind of area need?

Ability to communicate effectively, teamwork, attention to detail, client service skills, adaptability and resilience.

What advice would you give to someone looking to break into a career in your field?

Be prepared to work hard and adapt to change.

Where can a career at Citi take you?

A career in Citi can take you wherever you want to go if you are prepared to work hard and take on roles/tasks that take you from your comfort zone.

What makes Citi a good place to work?

Citi has great benefits but more importantly a great community and people to work with.

Define what success means to you.

For me feeling like you have made a difference and achieved something at the end of each day.

What do you do at Citi?

I work for the KYC (Know Your Client) team which is part of the Information Services Group, which provides services to Citi’s institutional client base. KYC is primarily concerned with keeping the bank safe from the risk of money laundering and reputational risk, in tandem with meeting the requirements of our regulators. My role focuses primarily in the “refresh” department which ensures that client data is appropriately kept up to date in accordance with internal Citi policy and in-line with regulatory changes, but I am also part of remediation projects within the broader KYC sphere.

How does your role/department impact the larger organization?

My role sits closely between the investor sales department who manage client relationships, obtaining relevant regulatory information; and AML/compliance advisory teams who are at the forefront of mitigating business risk. Our role engages with a variety of stakeholders including our clients – by conducting due diligence, we can minimize the administrative burden for our whilst satisfying all necessary regulatory requirements across multiple jurisdictions.

How did you begin a career in your field?

My Master’s program focused largely on the legal contexts that multinational firms encounter and the challenges in navigating this. Major regulatory changes are defining features of the regulatory landscape Citi is a part of.

What does your day-to-day job entail and what do you like most about it?

My current role is very cross-disciplinary and no two days are the same. We liaise within our team, adhering to the processes of our department, receiving advisement from compliance/AML teams, engaging with data management teams and investor sales. My team is often a part of training for and implementing regulatory changes from across the world.

What is the best part about your work environment?

Collaboration , focus on innovation and the cross-disciplinary nature of my role makes no two days the same, and constantly shows the progression of the firm to meet client needs.

What do you enjoy most about your role?

Things are constantly changing. KYC is a very dynamic role, as regulatory requirements adapt and change, we as an organization must adapt with them. These changes allow people of all levels to be a part of innovating and streamlining our processes to be a more efficient and effective, all in the interest of providing the best experience for our clients.

What skill set does someone working in this kind of area need?

Attention to detail, a willingness to adapt and commitment to delivering results. Anyone who is dedicated and focused would fit well into this ever-changing department.

What advice would you give to someone looking to break into a career in your field?

The best thing you can have in your early career is have a good attitude and an eagerness to learn. The steepest learning curve comes at the beginning, so your approach to the challenges is what will aid you in navigating the early days.

Where can a career at Citi take you?

The sky truly is the limit. A career with Citi is dependent on the interests and ambitions of the candidate. If you have the drive to progress or your interests expand across different departments, Citi is an excellent place to facilitate this growth and movement.

What makes Citi a good place to work?

The truly global nature of my day-to-day is exciting, I can be communicating with Hong Kong in the morning, Germany in the middle of the day and New York in the afternoon. All of this makes you feel part of a bigger picture which is oriented towards gaining the best results for Citi’s clients. Additionally, Citi is very committed to the growth and development of their workforce, I have been with Citi for 1 year and have completed the first level of the Chartered Institute of Securities and Investment exams, and I am scheduled to complete the next level exams later in 2020.

Define what success means to you

Success is multi-faceted, for me, success is the balance of pursuing excellence in your daily role, with the drive and commitment to progress in the business.

What do you do at Citi?

I work in the Over The Counter Trades Middle Office department which forms part of the Middle Office Operations group within the wider Security & Issuer Services division. My role within the department is to help manage and coordinate all initiatives that impact the functional teams from an operational risk, compliance and governance perspective. These tasks include, but are not limited to, audit preparation (internal, SOC1, client), due diligence visits, End User Computing management, issue / cap closures and procedural updates. I ensure the department’s control framework and associated documentation is to a high standard.

How does your role/department impact the larger organization?

Citi’s clients, predominantly large Asset Managers, outsource a number of middle and back office services to Citi for any Over The Counter Trades Derivatives holdings within their portfolios. My principal responsibility is to ensure the department’s control framework and associated documentation is to a high standard.

How did you begin a career in your field?

I came through Citi’s Graduate Programme. After 18 months working at Citi, I applied internally for the role in the Over The Counter Trades Middle Office department.

What is the best part about your work environment?

Citi has a positive working environment that encourages employees to progress and grow within Citi. You are encouraged to apply yourself outside of your day to day role, to communicate and collaborate on projects with other teams. Citi recognizes you for your hard work with Citi Awards and Recognitions.

What do you enjoy most about your role?

There is a great degree of teamwork and communication within my team. We are encouraged to be innovative and express all our ideas no matter how small so we can always be the best for our clients.

What skill set does someone working in this kind of area need?

Understanding of a wide range of derivatives instruments and financial services. Excellent written and oral communication and a strong background in Risk and Control.

What advice would you give to someone looking to break into a career in your field?

The best way someone can learn is learning from others, broadening your knowledge, putting yourself out of your comfort zone and doing the best you can each day. Always look for new ways you can upskill no matter how small. The ones who succeed are the ones who challenge themselves day in, day out to learn something new. Your enthusiasm and attitude to learn and succeed will be valuable for any department. In summary, you must have the right attitude to make it happen.

Where can a career at Citi take you?

Starting your career in Citi at entry level, you have the opportunity to discover and shadow many different roles and departments that you may find better suited to you then you were previously aware of. As Citi is a global bank, you have the possibility to apply internally to another role globally.

What makes Citi a good place to work?

Citi values employee’s professional growth. Employees are encouraged to be innovative and to express ideas to management or through an idea databases. Citi recognizes you for your hard work and for taking on projects or applying yourself outside of your day to day role. I received 2 Citi awards and recognitions all within my first year at Citi. Taking on projects outside of your daily role not only expands your network but also your skills and experience.

Define what success means to you

Doing the best you can in every task each day.