Client Experience Associate

This is a professional role responsible for applying in-depth disciplinary knowledge to improve processes and workflows within the Banking, Credit and Investments platform. They ensure a seamless and differentiated experience in partnership with sales teams and integrate subject matter and industry expertise, requiring a thorough understanding of how different areas coordinate to achieve overall business objectives. This individual plays a pivotal role impacting the client experience.

Responsibilities

• This role requires internal collaboration partnering with sales teams, and liaising with internal partners (KYC, and product partners and Operations Teams) to fulfill client requests.
• Provide a concierge-level service and act as the primary point of contact for clients, managing all servicing needs and owning end-to-end client service requests through to resolution.
• Partner with Private Banker teams, and liaising with internal partners (KYC, and product partners, Operations Teams) to fulfill client requests while maintaining constant communication.
• Providing the highest level of customer service and teamwork.
• Serve as the primary contact point and guidance for clients navigating the Know Your Client (KYC) onboarding process.
• Provide high-level customer service and fostering teamwork.
• Fulfill all requests in a timely manner.
• Ensure all documentation is current, accurate, and complete, fulfilling requests promptly.
• Demonstrates subject matter and industry expertise, and an ability to break down information systematically and influences decisions through advice, counsel, and facilitation, directly affecting team performance.
• Oversees KYC process management, client relationship management and documentation oversight.
• Initiate client requests for tax services and other reporting needs, coordinating with dedicated tax and reporting teams.
• Assess risk appropriately in business decisions, safeguarding Citigroup's reputation and assets, and ensuring compliance with laws, rules, and regulations while adhering to policy and ethical judgment.
• This includes escalating, managing, and reporting control issues transparently.
• Engage with clients across Citi approved multiple channels (phone, email, digital platforms), leveraging modern tools for efficient interaction.
• Facilitate client adoption of digital platforms (for example, InView) and provide initial support.

Requirements

• 5-8 years of relevant experience in wealth management or other financial services roles is preferred.
• Ability to manage internal and external relationships.
• High degree of engagement and attention to detail.
• Ability to manage multiple concurrent deadlines in a dynamic environment.
• Excellent verbal and written communication skills.
• Experienced and skilled in using MS 365 Office Suite and modern collaboration / communication tools.

Education

Bachelor's/University degree or equivalent experience. ------------------------------------------------------ Job Family Group: Private Client Coverage ------------------------------------------------------ Job Family: Private Banker Support ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi . View Citi’s EEO Policy Statement and the Know Your Rights poster.