Client Experience Associate

Job description

This is a seasoned professional role responsible for applying in-depth disciplinary knowledge to provide advice and counsel and to improve processes and workflows within the Banking, Credit and Investments platform. They ensure a seamless and differentiated experience in partnership with sales teams and integrate subject matter and industry expertise, requiring a thorough understanding of how different areas coordinate to achieve overall business objectives. This individual plays a pivotal role impacting the client experience. This role requires internal collaboration partnering with sales teams, and liaising with internal partners (KYC, and product partners and Operations Teams) to fulfill client requests. Responsibilities Provide a concierge-level service and act as the primary point of contact for clients, managing all servicing needs and owning end-to-end client service requests through to resolution. Partner with Private Banker teams, and liaising with internal partners (KYC, and product partners, Operations Teams) to fulfill client requests while maintaining constant communication. Providing the highest level of customer service and teamwork. Serve as the primary contact point and guidance for clients navigating the Know Your Client (KYC) onboarding process. Provide high-level customer service and fostering teamwork. Fulfill all requests in a timely manner. Ensure all documentation is current, accurate, and complete, fulfilling requests promptly. Demonstrates subject matter and industry expertise, and an ability to break down information systematically and influence decisions through advice, counsel, and facilitation, directly affecting team performance. Oversees KYC process management, client relationship management and documentation oversight. Initiate client requests for tax services and other reporting needs, coordinating with dedicated tax and reporting teams. Assess risk appropriately in business decisions, safeguarding Citigroup's reputation and assets, and ensuring compliance with laws, rules, and regulations while adhering to policy and ethical judgment. This includes escalating, managing, and reporting control issues transparently. Engage with clients across Citi approved multiple channels (phone, email, digital platforms), leveraging modern tools for efficient interaction. Facilitate client adoption of digital platforms (for example, InView) and provide initial support. Qualifications Experience: 6-10 years of relevant experience in wealth management or other financial services roles is preferred. Skills: Ability to manage internal and external relationships. Strong leadership skills with ability to influence. High degree of engagement and attention to detail. Ability to manage multiple concurrent deadlines in a dynamic environment. Excellent verbal and written communication skills. Experienced and skilled in using MS 365 Office Suite and modern collaboration / communication tools. Education: Bachelor's/University degree or equivalent experience. ------------------------------------------------------ Job Family Group: Private Client Coverage ------------------------------------------------------ Job Family: Private Banker Support ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. 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 Citi’s EEO Policy Statement and the Know Your Rights poster.