Citi Group AVP Client Service Officer - C12 

United States, Florida, Miami 

982849628

updating client tax documentation (W-Series Forms) and manage day-to-day tax related queries, dealing directly with clients, as well as managing and supporting various client tax related projects.

This is a client facing role

Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area.

Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information.

Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• Support the Team Leads to build a new Client Tax Service Team, playing a strategic role in the implementation and development of the team
• Identify process risks and establish controls accordingly
• Take ownership of the management of day-to-day work within the team, reporting back to Team Leads on progress
• Client liaison for tax related matters,taking end to end ownership for client requests and queries
• Management of UHNW client relationships, engaging with Tax Advisors, Financial Advisors and Accountants
• Working with Private Banking Teams to ensure client tax forms are valid and up to date
• Drafting and issuing internal and external communication (e.g., client responses and tax updates)
• Management of incoming tax related queries from Banking Teams and clients
• Improve tax form solicitation to reduce invalid forms whilst delivering an enhanced client experience
• Identify any function gaps, highlight associated risks and implement solutions
• Produce MI to track service levels, client requests and team productivity metrics

Skill Required:

• Experience in owning projects and initiatives, and managing the workload and output of a team
• Experienced leader that can
• Excellent communication skills (oral, written and verbal) are essential. Ability to confidently convey detailed concepts clearly and accurately
• Experience with streamlining processes to increase efficiency to improve client experience
• Ability to work pro-actively and independently , takes ownership and responsibility. Lead with own initiative to resolve to complex queries
• Excellent relationship building and team working skills, ability to work in partnership with various stakeholders
• Possess strong organizational and multi-tasking skills, with a high level of attention to detail
• Ability to prioritize and be adaptable, work to tight schedules and provide a fast and efficient turnaround of tasks and problem resolutions, work under pressure, manage multiple deadlines and conflicting priorities
• Ability to challenge status quo and continuously optimize processes and tasks in own area of responsibility.
• Effectively manage risk and compliance related situations in his/her area and in defining and generating various KPIs / metrics, its measures and reporting
• Experience with the formation and monitoring of appropriate SLA’s
• Excellent use of the suite of Microsoft products (e.g., Word, PowerPoint, Visio). Specifically, advanced Excel abilities

Qualifications:

• 5-8 years of experience
• Ability to multi-task with strong organizational and time management skills per the needs of banker teams and clients
• Ability to problem solve and analyze 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 preferred
• English and Portuguese/Spanish speaking ability a plus

Education:

• Bachelor's/University degree or equivalent experience

Anticipated Posting Close Date:

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