Client Services Desk Officer
3 days ago
The FX & Local Markets businesses operate on a global 24-hour basis covering trading centers in Asia Pacific, Europe and North America.
The Client Services team executes onboarding of Citi’s clients for these businesses primarily through Citi’s proprietary FX trading platforms. Services provided by the desk involve interaction with external institutional clients across client segments on client profile maintenance, usage of platforms, issue and query management, as well as related support to internal Sales teams.
The purpose of this role will be to provide the first line of support to external institutional clients on Citi’s FX platforms, onboard those clients on Citi’s proprietary e-trading platforms, perform trading related maintenance activities, and liaise with the business and technology groups in managing the overall customer experience and relationship with Citi.
**Key Responsibilities**:
- Provide world-class onboarding and maintenance support to a geographically diverse institutional user base
- Develop an in-depth knowledge of the fundamentals of FX/ FX Sales and Trading business and the dealing lifecycle in so much as how it benefits clients
- Work with unit SMEs on various client/platform onboarding related processes, as well as with multiple levels of management during BAU risk oversight
- Ensure all client issues raised during the shift are tracked and resolved closely with the controls and governance manager, leads, and other key stakeholders to prioritize resolution
- Handle high risk requests for clients immediately and ensure they are escalated and socialized with the right stakeholders
- Analyzes emerging exceptions and usage trends for clients, risks and work with product and tech partners on solution designs to mitigate business impact by leveraging expert analytical and technical skills.
- Ensure there is a clear and distinct focus on platinum clients as regards prioritization, handling, escalation and communication
- Coordinate issue and corrective action management processes, identifying root causes, impacts to business, and steps required. Monitor progress of corrective action plans. Provide appropriate guidance back to clients.
- Coordinate alignment and optimization of unit processes across regions, with the assistance of the unit controls and governance manager, and leads.
- Work with governance and controls manager and leads to identify, escalate and track key risk indicators
- Manage the client services mailbox by way of prioritization and task assignment as required
- Ensure all incoming requests are then ticketed and tracked on the appropriate technology tools
Collate customer feedback on our platforms and ensure they are translated into new class-leading initiatives on process and system optimization where applicable.
- **Job Family Group**:
Technology
- **Job Family**:
Applications Support
- **Time Type**:
Full timeCiti is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.
View the **EEO Policy Statement**.
View the **Pay Transparency Posting
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