Citi Group Wealth Services Resource Specialist – ’ Fallon MO 

United States, Missouri, O’Fallon 

666961166

Responsibilities:

• Answer incoming calls from internal partners and function as SME/point of contact for complex product related procedural / process related questions & escalations
• Addresses procedural / process related questions and concerns from associates and assists with problem resolution
• Resolves escalations from clients, wealth teams, senior leadership, or executive levels
• Provides point of call resolution, a research/escalation resource, and partners with process specialists to research and resolve client requests
• Supports an expansive and/or diverse array of products/services (e.g., Investment, banking, mortgage)
• Consults with strategic partners, managers, and department to resolve client requests promptly and achieve excellent internal and external customer service
• Documents, tracks, and monitors items escalated to them to ensure a timely resolution
• Responsible for keeping detailed records of open client issues and monitoring them accordingly
• Works with business partners in identifying performance issues, drafting, and executing team and individual based training
• Collaborates with training partners to align coaching efforts with training strategy, focusing on knowledge and service improvement
• Monitors and manages standard call center metrics for abandonment rate, service level, staffing requirements, capacity planning, etc.

Qualifications

• 5-8 years of relevant experience
• Strong experience/knowledge in complex products such as managed programs, alternative investments, security-based lending preferred
• Strong business acumen with an in-depth understanding and alignment to the internal operating model and overall value proposition
• Consistent top-tier performer
• Ability to manage and expedite multiple tasks in a dynamic, fast paced service environment
• Exceptional critical thinking / problem solving skills to immediately address escalated client issues
• Superior client service proficiency including excellent verbal, written, and listening skills
• Customer focused, detail-oriented individual with ability to maintain a positive attitude in high-stress and fast-paced work environment
• Strong desire to create a top-notch client experience with every client, every day
• Understanding of multiple products across business lines combined with exceptional networking and relationship building skills (Banking, Cards, Mortgage, etc.)
• Series 7 and 63 Licenses required at time of hire
• 9/10 Licenses required (or need to obtain within 150 days of assuming the role.)

Education:

• Bachelor’s degree/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.

Anticipated Posting Close Date:

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