증권업무부 Custody Client Services Officer

The Customer Service Intermediate Analyst and the asset servicing Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.

Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards Provide coaching and support to team and serve a point of contact for esclations Develop and maintain client portfolio through regular calls and face to face interaction, as needed Inform clients about problems (system failures, market issues) and provide regular resolution updates Advise on and advocate the implementation of process improvement and reengineering to improve client experience Maintain knowledge of new market and regulatory requirements affecting client portfolio/base Escalate customer feedback, processing delays and errors appropriately Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency. This role will manage reconciling and processing positions related to Corporate Action events These activities include revisions of communications, notifications and facilitating postings for Corporate Action or Proxy events Reviews all Corporate Action/Proxy events received and ensures detailed understanding and processing requirements Liaise with all units and departments relating and impacting clients on Corporate Action Proxy items Pro-actively reconciles instructions versus eligible holders and executes client votes Researches and resolves all discrepancies within department standards Reviews and updates all processes and procedures timely and accurately Identifies and reports any gaps/system enhancement Participates in all testing and successful implementations Escalates issues to management, participates in cross-training activities and all other job duties as assigned Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.