Client Service Sr. Analyst

• Actively supports a Private Banker in delivering consistently high quality banking, credit, trust, fiduciary, capital markets and investment services to target market clients
• Strengthen private banking relationships by providing efficient and timely client service and problem resolution
• Ensure adherence to all internal policies and compliance to legal and regulatory requirements
• Process all client transactions and respond to all inquiries, from external and internal clients to ensure proper validation and execution of customer instructions
• Stay abreast of all CPB products, services, and processes
• Deliver wealth management services to CPB Latam clients with guidance from the Banker teams
• Manage and execute client transactions with respect to business and individual banking, credit and investment products
• Ensure transactions are completed within audit and compliance standards as well as timely execution
• Be attentive and diligent in daily work habits to recognize fraudulent transactions
• Take ownership of client investigations and collaborate with operational and middle office teams to ensure effective resolution
• Coordinate account maintenance for all products and reporting on WINS
• Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction
• Proactively assist in preparation of PB client trips, arrange and participate in client visits
• Obtain banker/client appointments to build upon existing or establish new relationships
• Identify and document new business opportunities for referral to banker or product specialist
• Utilize internal systems to properly support CPB clients and perform responsibilities through proficient use of the following Citi Private Bank platform applications such as One Source, WINS, DMS, OLOD, etc…)
• Open and link accounts on One Source
• Assist Banker to obtain approval on account openings
• Independently review all docs and link all client accounts to the appropriate relationship
• Proactively follow up with clients on post-sale and address concerns
• Proactively look to uncover business opportunities, client’s unique needs and requirements, and discuss them with the Private Banker
• Participate in service-related process improvements
• Work as one with the Banker Teams to promote understanding and provide seamless delivery of products and services
• Execute client instructions and respond to inquiries
• Initiate transaction requests for new business closed by the Private Banker
• Coordinate with the appropriate groups to ensure timely execution with the highest standards
• Access appropriate operational/product resources for help on more complex issues
• Ongoing communication and interaction with clients via telephone, email, fax or in person
• Interface with Operations and Product Areas to insure timely response to inquiries
• Identify cross-selling opportunities and participate in client visits when appropriate
• Work closely with assigned PB's and clients to meet/beat AUM/CNR budget goals of assigned team
• Provide banker with suggestions on potential sales opportunities based on perceived client needs, utilizing cash management, large balance and un-invested cash reports, upcoming maturity reports, etc
• Receive, authenticate and execute customer instructions on funds transfers, execute requests for internal, domestic and foreign funds transfers including FX trades, US multi currency/Foreign Currency products and Loans
• Validate and execute instructions to client requests for foreign drafts and official checks
• Accurate and timely execution of alternative investments/mutual funds subscriptions, redemptions, structured notes, capital markets or securities purchases and sales
• Follow-up on the resolution of investigations on client inquiries related to client standards
• Resolve client investigations utilizing creative problem solving as necessary
• Manage client expectations by influencing others who support service to assist in meeting and exceeding client’s needs
• Open, link, and close accounts
• Coordinate with Relationship Officer/Private Banker to obtain approval on account openings, independently reviewing all documentation and linking all client accounts to the appropriate relationship
• Proactively handle client requests for information and identify new product or service possibilities relevant to client's needs
• Refer suggested alternatives to the Banker
• Respond to client requests to draw upon or pay loans
• Provide securities information, quotes and valuations to client and execute all trade requests
• Keep informed and current on all activity on the client’s behalf and initiate follow-up to deliver whatever is needed
• Work with Private Banker to determine when to waive fees or reverse account charges or issue refunds within policy
• Thoroughly understand and apply all Citi Private Bank policies and processes, and implement changes as needed
• Comply with all policies, regulations and procedures
• Determine that all client requests comply with legal and policy requirements
• Consistent with country's legal framework, process transactions, including deposits, withdrawals, additions, payments and special service transactions to ensure that transactions meet compliance guidelines
• Adhere to MPP, RDIP, banking, investment and tax regulatory and other compliance policies and procedures
• Review and ensure that transactions comply with AML/KYC (Anti Money Laundering and Know Your Client) policies and procedures before execution, identify potential problems and refer to appropriate management
• Identify inappropriate client situations and transactions
• Promptly escalate suspicious or inconsistent account activity through an independent channel
• Completes the account opening process for all new clients, which can be done simultaneously to the CRF process being completed by the RO
• Completes the account opening process in such cases where no CRF approval is required for all new accounts of existing clients
• includes completing CORE applications for clients, reviewing documentation and submitting to Account Opening
• Review and send all completed documents to intermediaries involved in account administration
• Understanding of credit process as required for basic credit maintenance: Review and confirm proper documentation of loan transactions and process loans within Credit Policies
• Coordinate with Credit Specialist/Investment Finance to ensure timely processing of CA renewals
• Ensure repetitive or chronic overdrafts are handled accordingly by working with client/banker to establish overdraft lines & escalate to Service Team Manager
• Maintain Credit Documentation Deficiencies > 60 days to a minimum
• Ensure timely and precise viable action plans on weekly o/d reports
• Business Risk Management - Documentation/Tax-W8ben/Credit Deficiencies to less than 5% of total client base > 120 days, Zero expired BRM's, Zero operational losses, Zero self-test errors, minimize adjustments & refunds, adhere to policies and procedures in order to achieve satisfactory results on audits & reviews
• Utilize all available technology to fullest potential for increased productivity and compliance/audit results
• Set up, capture and maintain client information on internal systems
• Keep bank records updated and accurate
• Secure missing documents
• investigate and correct errors related to client and Bank records

• Bilingual - English / Spanish 100% required
• Strong verbal and written communication skills
• Knowledge of banking, fiduciary, credit and investments required
• Excellent client facing service experience and problem resolution skills required
• Strong background and interest in the fields of operations and compliance
• previous sales referral experience preferred
• Interpersonal and team building skills
• Ability to establish relationships and partner effectively with various groups including sales, service, operations, compliance, and marketing
• High level of integrity and commitment to maintaining confidentiality with respect to the franchise and the client
• Proactively communicate client financial activity, large funds movements and other relevant client matters as appropriate
• Demonstrate initiative without compromising compliance or confidentiality
• Detail oriented and ability to multi-task with strong organizational and time management skills per the needs of banker teams and clients
• Must be able to quickly manage multiple transactions/tasks
• Ability to problem solve and analyze data with demonstration of attention to detail
• Proficiency and aptitude in utilizing systems, MS Office/Windows, web based and other desktop applications
• Strong PC skills are needed to effectively manage daily activities (transaction execution, inquiries and investigations) with various systems
• Seeks process improvements and generates new ideas to streamline processes/transactions
• BA/BS Degree
• Relevant 5-7 years of experience in the financial services industry is preferable
• Client Service experience

previous sales referral experience