Wealth Management Client Service Officer

4 days ago

Singapore Citi Full time

The Officer, Inbound Customer Service - Wealth Operations is a position responsible for handling inbound customer interactions through phone while ensuring adherence to Citi's policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues while delivering positive and professional customer experience. Job Description As an Affluent Customer Service Officer within Wealth Operations, this role would be a pivotal point of contact for our valued affluent clients, including CitiGold and CitiGold Private Client segments. This role is responsible for delivering an exceptional client experience through various interaction channels, primarily phone and chat messaging, while strictly adhering to Citi's global policies and regulatory guidelines. The primary objective will be to efficiently resolve client inquiries and issues, ensuring every interaction reflects a positive, professional, and premium service standard. This role is crucial in reinforcing Citi's commitment to client-centricity and operational excellence in wealth management. Key Responsibilities: Client Engagement & Support: Handle incoming inquiries, transactions, technical support requests from affluent clients with the utmost professionalism and efficiency. Provide accurate, comprehensive information regarding Citi's diverse product and service offerings, promotions, and banking procedures. Champion digital interaction of Citi Mobile app and Citibank Online, educating clients on the benefits and usage of our digital tools and self-service platforms. Service Excellence & Compliance: Deliver a consistently premium service experience tailored to the specific needs of affluent clients (CitiGold, CitiGold Private Client). Maintain strict compliance with internal controls, banking regulations, and operational procedures, ensuring the highest level of discretion and integrity when handling confidential client information. Strive for optimal service-level attainment, with a strong focus on First Call Resolution (FCR) and achieving high Customer Satisfaction scores. Knowledge & Development: Maintain an up-to-date, comprehensive knowledge base of all

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