Citi Group Wealth Resource Officer - San Antonio TX 

United States, Texas, San Antonio 

75206907

The Wealth Resource Officer is considered a subject matter expert on investment procedures and processes and provides first level support and escalation to licensed and non-licensed associates, internal partners, and clients. They handle escalated customer inquiries and ensures client requests/problem resolution is handled promptly and seamlessly. The Wealth Resource Officer works closely with business partners to review front line metrics (questions raised, frequency of escalated items, etc.) and use that data to develop individual and team based coaching opportunities. This role may be required to support weekend and night coverage for our Wealth clients.

Responsibilities:

• Addresses procedural / process related questions and concerns from associates and assists with problem resolution.
• 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 (Investment, Banking, Mortgage).
• Liaises 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. Tracks all items using internal tracking system.
• Responsible for keeping detailed records of open client issues and monitoring them accordingly.
• 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 business acumen with an in-depth understanding and alignment to the internal operating model and overall value proposition.
• Consistent top-tier performer. Ability to handle 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.).
• US Registered FINRA SIE, Series 7, Series 63 (or Series 66), Series 9, and Series 10 required.
  • Must meet ALL US FINRA Registration requirements within 150 days of starting in 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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