Main point of contact with the client's operating areas becoming the interface between the client and the Bank to ensure that the promise of value offered during the sales process is fully complied with.
Coordinate the timely execution of the sub processes that are part of the process of onboarding, maintenance and setting of new products with the different executing areas of Citi in the different geographies.
Support RMs and Product Manager in the resolution of necessary exceptions and escalations such as resolution of deferrals, overdrafts, lack of powers, MIFT policy, etc. In such a way that it is possible to proceed with the appropriate processing of the requests received within the standards of time offered to the client
Responsibilities:
Coordinate and monitor the process of onboarding and periodic maintenance of the clients within the assigned portfolio
Coordinate the opening of product packages
Execute the process of opening corporate products for clients within the portfolio
Provide advice to the client in the processes of opening and maintenance as well as in the execution of transactions.
Ensure that the agreed operations are correctly processed in time and without documentary risks for the bank.
Coordinate with CRMS changes in the lines according to the RM guidelines
Coordinate the process of maintenance of signatures, demographic changes, update of powers and update of profiles at the request of the clients
Coordinate the processes of delivery and implementation of new products to clients within the portfolio
Coordinate of the exceptions in the processes of opening and processing of manual and semi-manual transactions until their resolution
Coordinate the investigation of exceptional events to determine the root cause and propose solutions
Keep all the information of your clients updated in the Contact Database.
Communication with the Citi Shared Services (CSC) for the fulfillment of the standards of service by customer and product
Maintain and improve customer satisfaction within the portfolio measured through the ICG Survey (ICG Survey)
Ensure a high level of satisfaction in the opening and maintenance processes of products measured through individual service surveys.
Maintain and improve the VOP (Voice of Process)
Meet the requirements of local and corporate audits.
Advise the client personally and telephonically in the consultations of their operations, documentation, and refer it properly to the support areas when applicable.
Coordinate the operations with: 1. Doc Officers, Legal Doc Officer, Legal for the elaboration of the necessary contracts. 2. With the areas of Products, Treasury, Risk Management and Financial Control in case the operation requires it
Coordinate disbursements with relevant approvers: verify with CRMS the entry of lines, reallocations, verify the conformity of the guarantees and other requirements of the line. Provide exceptions to the risk area prior to execution .
Regularize documentary exceptions to eliminate documentary risk by contacting client
Any other duties as assigned
Qualifications:
1 to 3 years of experience in Relationship Management Support or Customer Service Support
Experience in the banking industry preferable
Ability to organize and prioritize work to meet tight deadlines, research and respond to inquiries promptly (sense of urgency) and accurately.
Good record of proactively building relationships with product and credit review/approval partners
Education:
Bachelor's degree in Banking & Finance, Economics, Management Studies or related disciplines
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Commercial and Business Sales-------------------------------------------------
Job Family:
Commercial Business Development------------------------------------------------------
Time Type:
Full time------------------------------------------------------
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