Client Service Specialist Consumer Banking jobs at Citi Group in China

Responsibilities:

• Develop solution design options for enterprise-wide initiatives, evaluate the art of the possible, and devise recommendation options across several evaluation dimensions
• Recruit, build and manage a high-performance team of business analysts, data analysts, and solution architects
• Establish collaborative partnerships with local and global teams to deliver enterprise-wide innovative but pragmatic solutions
• Define and maintain cohesive front-to-back system architecture across Central Operations to reduce fragmentation, support shared services, automate controls, and reduce manual touch points
• Serve as a technology subject matter expert for internal and external stakeholders and provide direction for all firm mandated controls and compliance initiatives, all projects within the group and in creating a technology domain roadmap
• Lead architecture governance process including architecture review boards, technology assessments, and conformance to key design principles
• Partner with SMEs across the CTO organization to understand emerging engineering, architecture standards and apply them across critical initiatives
• Evaluates and tests potential architecture solution designs to ensure they meet functional and non-functional requirements
• Ensure that all integration of functions fulfill business goals
• Define necessary system enhancements to deploy new products and process enhancements
• Identify problem causality, business impact and root causes
• Exhibit knowledge of how own specialty area contributes to the business and apply knowledge of competitors, products and services
• Strong experience in data structures and its impact on design principles as well as proposals
• Advise or mentor junior team members
• Impact the solution design by influencing decisions through advice, counsel or facilitating services
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's 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:

• 15+ years of relevant experience in an engineering and architectural role in Cash Management, Intra-day Liquidity, Payments, Financial Ledger, Regulatory reporting areas in Financial Services
• 10+ years experience in leading teams to deliver large scale enterprise architecture initiatives within banking, financial services industry
• Strong understanding of banking systems, financial services platforms, core banking, data platforms, market infrastructure providers, and regulatory frameworks
• Experience working on large technology projects using industry-standard delivery methodologies (e.g., Agile/Scrum/Kanban)
• Experience working in enterprise architect and technology strategy roles
• Ability to develop working relationships
• Management and prioritization skills
• Strong decision making, forward thinking and creative problem-solving skills to anticipate and respond quickly to technological/market influences
• Consistently demonstrates clear and concise written and verbal communication
• Comprehensive knowledge of design metrics, analytics tools, benchmarking activities and related reporting to identify best practices
• Demonstrated analytic/diagnostic skills
• Ability to work independently, multi-task, and take ownership of various parts of a project or initiative
• Ability to work under pressure and manage to tight deadlines or unexpected changes in requirements
• Ability to build and manage strong teams

Education:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred

Time Type:

Responsibilities:

• Responsible for opening and maintaining customer sub-accounts or product pricing setups, and actively ensuring that customer/product data details and settlement instructions across a variety of systems remain up to date.
• Liaises with other operational teams globally to ensure that a globally consistent model is followed with respect to this critical reference data.
• Ensures that statutory and regulatory obligations are met when new relationships with clients product/pricing sets are established.
• Verifies all details of the client/product from a regulatory and control perspective for Institutional Client Accounts
• Serves as escalation point for issues and complex processing.
• Involved in key projects for unit.
• Delivers daily project work and escalation management, routine and defined tasks, while developing knowledge of the broader context in which work is being performed.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's 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:

• 2-5 years of relevant experience

Education:

• Bachelor’s/University degree or equivalent experience

Time Type:

Hybrid(Internal Job Title: Asset Servicing Analyst 1 – C09) based in Hong Kong.Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
• We empower our employees to manage their financial well-being and help them plan for the future.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life, including generous paid time off packages.
• We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

In this role, you’re expected to:

• Work with Senior Manager to identify and manage risks inherent to the Asset Servicing Business
• Assist with tracking and documenting key control requirements to ensure the Asset servicing team meets all internal policy standards and regulatory requirements
• Regular communication with Asset Servicing team and other partners, with a focus on our control environment. Utilize strong communication and interpersonal skills to interact with colleagues and stakeholders in a professional manner with potentially sensitive/complex information.
• Apply analytical thinking to identify root causes and work with team to contribute to resolutions in timely manner, including asset servicing process improvements, client service enhancements, or overall technology enhancements.
• Support management with ad hoc projects and deliverables to improve the group’s oversight of Risk & Control and Issue Management.
• Keep Management aware of the risk and control environment including progress of issues and remediation on a timely basis. Appropriate escalation and timely transparency are key.
• Support the development of an effective control framework that fully meets Audit, Compliance and Regulatory requirements
• Develop your understanding of products and processes, and of how duties relate and/or integrate with others in the team and closely related teams.
• Build and develop relationships with other internal teams and stakeholders
• Work efficiently to meet deadlines
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's 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.

As a successful candidate, you’d ideally have the following skills and exposure:

• Bachelor’s/University degree or equivalent experience
• Individuals at this level exhibit basic executional capabilities and are beginning to take on more responsibility
• Proficient in MS Office (Excel, Word, Access- is desired)
• Analytical and problem-solving skills with an ability to analyze data, identify trends and evaluate risk scenarios
• Proven success as a team player
• Excellent written and verbal communication and interpersonal skills
• Knowledge of investment instruments including: Equity securities, Fixed Income and Asset Backed securities is a plus

Time Type:

Hybrid(Internal Job Title: Client Service Officer – C12 - C13) based in Hong Kong.Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
• We empower our employees to manage their financial well-being and help them plan for the future.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life, including generous paid time off packages.
• We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

In this role, you’re expected to:

• Client liaison for tax related matters, taking end to end ownership for client queries
• Management of UHNW client relationships, engaging with Tax Advisors, Financial Advisors and Accountants
• Establish and lead (or support team lead to build) a high-performing Client Tax Service Team from scratch
• Develop and implement tax service strategies, processes, and best practices to support client needs.
• Train, and mentor client service professionals to ensure excellence in service delivery.
• Collaborate with senior leadership to align tax services with business objectives.
• Develop (or support team lead to develop) standard operating procedures for efficient tax service delivery.
• Implement risk management strategies to minimize exposure to tax penalties and audits.
• Serve as the primary subject matter expert and partner for clients
• Build strong internal and external client relationships, acting as the main point of contact for all tax-related matters
• Provide insights and recommendations to optimize tax efficiency and minimize liabilities
• Coordinate with internal control partners, operations teams, legal, and compliance teams to ensure seamless service delivery.
• Effectively manage risk and compliance related situations in his/her area and in defining and generating various KPIs / metrics, its measures and reporting
• Working with Private Banking Teams to ensure client tax forms are valid and up to date

As a successful candidate, you’d ideally have the following skills and exposure:

• 5-10 years of experience
• Trilingual in Cantonese, Mandarin and English
• Ability to multi-task with strong organizational and time management skills per the needs of banker teams and clients
• Ability to problem solve and analyse data with demonstration of attention to detail
• Strong verbal and written communication skills
• Client facing experience; strong background and interest in the fields of operations and compliance; previous sales referral experience
• Knowledge of investments, banking, and credit products
• Tax knowledge and experience: exposure to tax processes, particularly in relation to tax documentation (e.g., W-9, W-8, FATCA), and regulatory requirements
• Experience with the formation and monitoring of appropriate SLA’s
• Excellent use of the suite of Microsoft products (e.g., Word, PowerPoint, Excel).
• Bachelor's/University degree

Time Type:

Hybrid(Internal Job Title: KYC Operations Analyst 2– C10) based in Hong Kong.Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
• We empower our employees to manage their financial well-being and help them plan for the future.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life, including generous paid time off packages.
• We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

In this role, you’re expected to:

• Conduct client profile reviews for customer accounts
• Review all information and documentation ensuring compliance with local regulation and Citi standards
• Update KYC forms and client profiles according to policy requirements
• Follow up with clients to ensure information is received before due dates
• Perform KYC tasks, including monitoring and tracking of the KYC records and Appendix approval process, assisting with the development and execution of action planning for expiring records, and ensuring records are not past due
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's 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.

As a successful candidate, you’d ideally have the following skills and exposure:

• 0-2 years of relevant experience
• Experience in banking operations, preferably in the client account opening and pre-requirements proces
• Bachelor's degree/University degree or equivalent experience

Time Type:

Responsibilities:

• Manage a portfolio of Top Tier Local Corporates and Global Subsidiaries and be responsible for TTS sales origination, cross-sell and retention across the portfolio
• Originate new TTS sales for clients, cross-selling TTS products and services to deepen wallet penetration, revenue realization and expansion, and driving customer satisfaction through quality service delivery
• Primary global or regional point of contact and accountability for TTS sales origination and related activities to clients
• Trusted advisor for the TTS solutions provided to clients and be responsible for overall client satisfaction
• Responsible for growing the TTS P&L of clients and oversee the sales process from origination to revenue realization for assigned clients
• Manage and drive the deal team and work closely with Relationship Managers, TTS Product, Client Delivery and O&T to achieve objectives
• Ensure consistent, professional delivery of all client management disciplines including: account planning, call reporting, lead generation, pipeline management, implementation acceleration, plus TTS relationship reviews
• Cultivate client contacts in the key buying centers that allocate and influence the client’s TTS-related wallet
• Identify client goals & financial needs that can be addressed through the TTS platform
• Identify opportunities for new deals across TTS product set and geographies including multi-product requirements
• Develop and maintain market knowledge through participation in conferences and keeping up to date on market trends affecting clients
• Manage and drive the global / regional teams for each account:
• Champion multi-product an d/or cross-regional solutions and pricing through the deal review process (Product Sales will be responsible for overall proposal creation and deal review)
• Ensure global team communication (e.g. call reports, CRM, emails)
• Drive overall client satisfaction with the TTS platform and build customer loyalty
• Respond to customer escalation for operational/customer service issues, including complex or cross-geography issues
• Build a culture of responsible finance, good governance and supervision, expense discipline and ethics
• Appropriately assess risk/reward of transactions when making business decisions; demonstrating proper consideration for the firm’s reputation
• Be familiar with and adhere to Citi’s Code of Conduct and the Plan of Supervision for Global Markets and Securities Services
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's 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:

• 6-10 years of experience
• Customer service oriented person with excellent communication skills
• Accounting background with good aptitude
• In-depth knowledge of regulations, market practices and bank operations
• Demonstrated interpersonal, oral/written communication skills
• Analytical and Advanced problem solving skills
• Independently motivated and resourceful
• A sense of pragmatism and urgency in execution of strategy
• Innate leadership ability to galvanize resources across units
• Product, sales and business management experience.
• People with relevant Banking/Finance/Client Service or relationship management
• Ability to work with broad group of stakeholders

Education:

• Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Time Type:

Responsibilities:

• Assist Team Manager to build revenue and volume momentum.
• Monitor individual telesales daily sales performance through call monitoring.
• Ensure a high standard of quality service delivered and coach telesales in order to achieve target.
• Review MIS report to measure telesales standard of performance.
• Handle and track customer complaints, investigate root cause and rectify with corrective and preventive measures.
• Provide training, team briefing, case sharing to enhance selling and servicing skills.
• Performs other duties and functions as assigned.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's 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:

• 0-2 years relevant experience
• Knowledge of consumer banking including credit card acquisition, portfolio management and insurance would be an advantage
• Demonstrated coordination, communication and negotiation skills
• Driven, results-oriented and able to work independently
• Proficient in Microsoft Office

Education:

• Bachelor’s/University degree or equivalent experience

Time Type: