Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi's Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients' and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.
The Citigold Relationship Manager Associate (RMA) will be responsible for providing a remarkable client experience and deepening relationships of Citigold clients in the 'Service' portfolio. This includes Citigold clients ($200,000+on-us) who have not yet signed the Citigold Terms of Service. The RMA will execute a client engagement and sales plan focused on delivering exceptional service and on achieving sales goals. With access to Citi professionals providing sophisticated products and tools, the Citigold Relationship Manager Associate will utilize a team-based approach to provide potential solutions to a client's complex financial needs.
The RMA should be able to: 1. Profile clients to understand banking needs 2. Provide exceptional service and identify needs 3. Deepen client relationships through non-investment product and service solutions 4. Educate clients on Citi's digital capabilities 5. Offer access to Citi professionals to provide enhanced solutions & build a portfolio of enhanced clients
RMAs will be aligned to multiple Relationship Managers
Serve as the primary point of contact, responsible for retail sales, service and client experience for Citigold 'Service' clients Sales
Conduct banking discussions with assigned portfolio of clients to understand client needs; clearly create, communicate, and execute solutions
Identify new business, build and deepen relationships to gain incremental wallet share, and cross sell opportunities within the assigned portfolio
Ensure productivity, service and client satisfaction indicators are above the minimum defined standard
Master referral opportunities to grow portfolio. Refer opportunities to segment partners where appropriate (including but not limited to Home Loan Officers, CPWM Financial Advisors, Small Business Partners, etc.)
Transition clients from "Service" to "Enhanced" Citigold portfolio as client signs the Terms of Service and move to 'Enhanced' portfolio Service
Take ownership of the client experience including on-boarding and resolving Retail Bank service issues as appropriate through follow-up and leveraging other Citi resources Operations and Risk
Ensure client's documentation and information is up to date and complete according to the Retail Bank and regulatory requirements. Follow up on documentary exceptions until they are regularized.
Ensure full accomplishment of all risk, compliance and control policies and procedures for the assigned portfolio and the unit (i.e. KYCs, AML alerts, EUDD, COB, MCA, etc.).
Follow the Do's and Don'ts for nonlicensed Bankers
**NOTE** the information listed within this description summary is intended to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive account of all the responsibilities, and/or minimum qualifications required of an employee assigned to this position.
Positive spirit, energetic and enthusiastic
3-5 years in financial services with a strong knowledge of banking and credit products
Ability to establish relationships and partner effectively with other departments or businesses within Citi including sales, service, operations and compliance.
Demonstrated ability to develop and execute a sales plan
Demonstrated ability to engage in outbound bank sales activities and acquire new business
Demonstrated ability to successfully deepen and retain client relationships
Driven to resolve client issues to provide the highest levels of client satisfaction
Product/service knowledge; expertise in articulating product/service information to clients
Basic computer skills - ability to interact with clients using banking technology
Strong client service orientation
Excellent verbal and written communication skills
Ability to engage with and influence others
Ability to think creatively to solve problems
Organized; ability to manage time effectively and to multi-task Qualifications Preferred:
Knowledge of Citi's products and services including features and benefits of product packages, fee structures, etc.
Knowledge and understanding of global, regional and local sales and service end-to-end processes including policies and procedures (account opening, credit initiation, servicing, ongoing client management)
Demonstrated strong financial/business acumen
Results-oriented; self-starter This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry ("Registry") and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and Citi policies and procedures.
Internal Number: 5468657
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