Service Relationship Associate

Job Description

The Service Relationship Associate is responsible for executing day to day customer service activities, while ensuring adherence to Citi?s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support.?Responsibilities:

• Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines
• Ensure accuracy of research and compliance advice provided to members of sales force team
• Develop information regarding required changes in reports and procedures
• Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals
• Fulfilling the clients? necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Manage end to end queries for CPC and CG customers.
• Ensure consistently strong and proactive support is given to Sales team through timely and error-free execution of trades; and all other aspects of service and customer relationship management.
• To ensure all work processes are executed in compliance with Bank?s policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement
• Ensure all aspects of the department?s administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business.
• Complete/follow-up documentation for client?s transaction needs or due diligence purpose.
• Resolve customer queries received through various channels (Email/Phone/Face to face interaction etc.)
• Follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.).
• Follow the bank?s processes for verification of documents, retention of documents, processing of instructions, servicing of clients and resolution of complaints/queries.
• Drive service initiatives by assisting clients and relationship managers towards delivering seamless service fulfilment.
• Drive Bank?s digitization strategy by actively preparing clients to be digitally equipped
• Ensure to follow laid down processes and controls of the bank and regulators.
• Foster team work and work toward optimization of team contribution.
• Support sales force and management by implementing recommendations concerning changes, improvements and enhancements
• Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals
• Fulfilling the clients? necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firms reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• Minimum 2-3 years? banking experience ideally in client-servicing or in a similar role.
• Effective verbal and written communication
• Influencing and relationship management skills
• Proven ability to creatively solve problems
• Good communication and problem solving skills
• Sound knowledge and experience of Microsoft Applications.

Education:

• Bachelor?s/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.

• Competencies:
• Good relationship management
• Quick learner, self-starter, and should be able to take initiatives
• Good team player and should be able to work well with cross functional teams
• Matured personality with a high-level of initiative, self-driven, good time management and work integrity

-------------------------------------------------Job Family Group: Customer Service-------------------------------------------------Job Family:Service------------------------------------------------------Time Type:Full time------------------------------------------------------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.View the EEO is the Law poster. View the EEO is the Law Supplement.View the EEO Policy Statement.View the Pay Transparency Posting

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