The CPWM - NIC Resource Officer is considered a subject matter expert on investment and banking procedures and processes. The Resource Officer will work on a team comprised of specialists with a focus on delivering operational solutions for our CPC clients. The Resource Officer provides first level support and escalation to licensed and non-licensed associates, internal partners and clients. They handle escalated customer inquiries and ensures client requests/problem resolution is handled promptly and seamlessly. The Resource Officer works closely with business partners to review front line metrics (e.g. questions raised, frequency of escalated items, etc...) and use that data to develop individual and team based coaching opportunities.

Responsibilities:

• Addresses procedural / process related questions and concerns from associates and assists with problem resolution. Resolves escalations from clients, Wealth Teams, senior leadership or executive levels.
• Provides point of call resolution, a research/escalation resource and partners with process specialists to research and resolve client requests.
• Supports an expansive and/or diverse array of products/services (e.g. Investment, banking, mortgage).
• Liaises with strategic partners, managers and department to resolve client requests promptly and achieve excellent internal and external customer service.
• Documents, tracks and monitors items escalated to them to ensure a timely resolution. Tracks all items using internal tracking system.
• Responsible for keeping detailed records of open client issues and monitoring them accordingly.
• Works with business partners in identifying performance issues, drafting and executing team and individual based training. Collaborates with training partners to align coaching efforts with training strategy, focusing on knowledge and service improvement.
• Monitors and manages standard call center metrics for abandonment rate, service level, staffing requirements, capacity planning, etc.

Qualifications

• 5-8 years of relevant experience.
• Strong business acumen with an in-depth understanding and alignment to the internal operating model and overall value proposition.
• Consistent top-tier performer. Ability to handle and expedite multiple tasks in a dynamic, fast paced service environment.
• Exceptional critical thinking / problem solving skills to immediately address escalated client issues.
• Superior client service proficiency including excellent verbal, written and listening skills.
• Customer focused, detail-oriented individual with ability to maintain a positive attitude in high-stress and fast-paced work environment.
• Strong desire to create a top-notch client experience with every client, every day.
• Understanding of multiple products across business lines combined with exceptional networking and relationship building skills (Banking, Cards, Mortgage, etc…).
• Series 7 and 63 Licenses required at time of hire.
• Series 9 and 10 Licenses must be obtained within 120 days of start date.

Education:

• BS/BA degree or equivalent combination of education/experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

-

Job Family Group:

-

Job Family:

-

Time Type:

-

Primary Location:

-

Primary Location Salary Range:

-

Citi 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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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 the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting