Job Description
Citi is currently recruiting for the role of Service Relationship Associate
The Service Relationship Associate staff will provide excellent relationship management and account servicing support to Relationship Managers so that as a team, there is greater productivity in acquiring, deepening and broadening existing and potential relationships.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Manage end to end queries for CPC and CG customers mapped to RM.
Support CPC RMs or RMs that have a larger book of CPC clients.
Involved in SRA Oasis & GCB Projects.
Ensure consistently strong and proactive support is given to Relationship Managers through timely and error-free execution of trades; and all other aspects of service and customer relationship management.
Identify opportunities for streamlining/straight-through/centralized processing so as to significantly improve our operating efficiency, reduce cycle time and costs.
To ensure all work processes are executed in compliance with Bank’s policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement
Review MIS received from Singapore on a regular basis for OASIS Non-Matching Report and co-ordinate with respective Service Relationship Associates to regularize the same.
Review OASIS - CSL - INEX Report and co-ordinate with respective Relationship Managers / Service Relationship Associates to regularize the same.
Handle deceased cases for IPB accounts. .
Ensure all aspects of the department’s administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business.
Complete/follow-up documentation for client’s transaction/investment needs or due diligence purpose.
Resolve customer queries received through various channels (Email/Phone/Face to face interaction etc.)
Follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.).
Follow the bank’s processes for verification of documents, retention of documents, processing of instructions, servicing of clients and resolution of complaints/queries.
Ensure consistently strong and proactive support is given to Relationship Managers through timely and error-free execution of trades; and all other aspects of service and customer relationship management.
Review Daily Branch Account Opening / Maintenances outstanding cases and co-ordinate with respective Service Relationship Associates to regularize the same and to avoid rework.
Establish a periodic check (Weekly) to ensure that the SRA recording lines are working and can be retrieved in all Locations.
Drive service initiatives by assisting clients and relationship managers towards delivering seamless service fulfilment.
Drive Bank’s digitization strategy by actively preparing clients to be digitally equipped
Ensure to follow laid down processes and controls of the bank and regulators.
Foster team work and work toward optimization of team contribution.
Imaging / Routing to relevant operations for transaction execution
Be a backup for Branch / FC Service staff whenever necessary
Job Requirements
7-10 years’ banking experience ideally in client-servicing
Good communication and problem solving skills
Sound knowledge and experience of Microsoft Applications.
Candidate should hold a Diploma.
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
Good relationship management
Quick learner, self-starter, and should be able to take initiatives
Good team player and should be able to work well with cross functional teams
Matured personality with a high-level of initiative, self-driven, good time management and work integrity
