Custody Client Service Representative (Hybrid)

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in communications, problem solving and leadership.

Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters. 

Team / Role Overview

Custody Client Services (CCS) is currently at a pivotal point in its evolution and journey to implement a target operating model for Custody Processing Support.

This team plays a crucial role in delivering an experience to Citi Custody Clients that represents banks and its Operational capabilities at the highest standard of professionalism, competence and client centricity.

We partner extensively with a range of internal stakeholders including Client Executives , Product , Sales and  Custody Ops; alongside having significant interaction with our external client base, playing a key role in the overall client experience and provide opportunities for further growth in business. We are a fundamental to the overall perception of the client of Citi communicating appropriately across our stakeholders and client to make positive change for both internal partners and our clients. 

What you will do:

Query Management & Oversight (70%):

Exhibits strong knowledge and expertise in the products and capabilities of the settlement Custody Business
To proactively monitor and address all incoming client queries and ensure response accuracy and adherence to the service standards
Ensure compliance with the global standards for monitoring, replying, and recording of client queries in query management system
Proficient in handling urgent and escalation cases and manage client & internal team expectations
Timely escalation of client dissatisfactions, workload issues or concerns errors etc. to the team lead/senior manager
Understand key metrics for the team and provide support in preparation of weekly/monthly service reports and MIS for KPI reporting

Process Improvement (10%):

Identify process improvement opportunities and communicating to management for consideration
Analyse root-cause of recurring issue through regular reviews of metrics, and assist in developing programmes for service enhancements
Assist with BRD reviews, system testing, and process improvement projects
Proactively participate and acquire knowledge from the cross-training sessions

Risk & Control (10%):

Notify Team Lead of potential or actual risk/issue events
Instil and promote a proactive and “no surprise” approach in communicating issues and possible solutions
To take part in the regular/ad-hoc reviews of high-risk areas to monitor risk levels and quantify the potential financial exposure related to those risks
Prioritise any audit/corrective active plan appropriately along with BAU Workload
Appropriately assess risk when decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Client & Stakeholder Management (10%):

Develops strong relationships across all stakeholders at Citi, along with external clients
Preparation of monthly/weekly summary of query analysis
Comfortable investigating root-cause of any issues, client dis-satisfaction etc and escalating to the senior management

What we'll need from you:

• Relevant experience

• Demonstrated comprehension of Treasury products, accounting and regulatory policies

• Consistently demonstrates clear and concise written and verbal communication skills

What we can offer you

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more