Investor Senior Client Service Officer (Hybrid)

Citi; Dublin; Hybrid; EUR 53,000 - 74,000; Full time

Job summary

Citi Dublin Operations is seeking a customer-focused professional to join the Global Custody and Direct Custody support team. The role covers settlements, asset servicing, cash, FX, and tax, delivering proactive client service across multiple channels.

You will work with internal and external stakeholders, maintaining strict operational controls and contributing to service improvements, while aligning with Citi's risk and compliance framework.

Qualifications

• Previous experience in a customer service, client service, operations, or financial services environment.
• Knowledge of custody, settlements, asset servicing, cash management, FX, tax, or related financial market products is advantageous.
• Bachelor’s Degree/University degree or equivalent experience in Business, Accounting or Finance

Responsibilities

• Provide high-quality client support across Global Custody and Direct Custody products (Settlements, Asset Servicing, Cash, FX, Tax).
• Proactively respond to client enquiries via telephone, email, and other channels while meeting service levels.
• Maintain compliance with global standards for monitoring, recording, and resolving client queries in case management systems.
• Manage urgent requests, escalations, and coordinate with internal partners to deliver excellent client experience.
• Support preparation and analysis of service metrics, MI, and KPI reporting to monitor performance.

Skills

Customer service

Custody experience

Asset servicing

FX knowledge

English communication

Education

Bachelor’s Degree in Business/Accounting/Finance

Job description

Team/Role Overview:

The Citi Service Team provides support across Global Custody and Direct Custody services, partnering with clients and internal stakeholders to deliver exceptional service across Transaction Management, Cash, FX, Corporate Actions, and Asset Servicing activities. Operating from key global hubs in Dublin, Kuala Lumpur, and Tampa, the team plays a critical role in ensuring seamless support for domestic and international clients.

Reporting to the Client Services Lead or Senior Manager, you will be responsible for delivering a proactive and client-centric service experience while ensuring adherence to service standards and operational controls. This role offers an excellent opportunity to develop in-depth knowledge of global custody operations and gain exposure to the complexities of international financial markets.

What you’ll do:

• Provide high-quality support to clients across Global Custody and Direct Custody products, including Settlements, Asset Servicing, Cash, FX, and Tax.
• Proactively manage and respond to client enquiries received through telephone, email, and other communication channels, ensuring accuracy and adherence to agreed service levels.
• Maintain compliance with global standards for monitoring, recording, and resolving client queries through designated case management systems.
• Manage urgent requests and escalated issues effectively, balancing client expectations with operational requirements and risk controls.
• Build and maintain strong working relationships with internal partners, operational teams, and external clients to support the delivery of an exceptional client experience.
• Support the preparation and analysis of service metrics, management information (MI), and KPI reporting to monitor team performance and service delivery.
• Identify recurring issues through trend analysis and root cause reviews and contribute to the implementation of service improvement initiatives.
• Participate actively in cross-training and knowledge-sharing activities to broaden product expertise and operational understanding.
• Demonstrate a strong commitment to risk management, regulatory compliance, and Citi’s control framework by adhering to policies, escalating issues appropriately, and safeguarding client assets and the firm’s reputation.

What we’ll need from you:

• Previous experience in a customer service, client service, operations, or financial services environment.
• Relevant Custody experience
• Basic to intermediate level experience in a related role
• Strong academic background or an equivalent combination of education and relevant work experience.
• Knowledge of custody, settlements, asset servicing, cash management, FX, tax, or related financial market products is advantageous.
• Ability to work effectively in a structured, high-volume, deadline-driven environment while managing multiple priorities.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Proven ability to manage urgent matters, client escalations, and stakeholder expectations professionally and efficiently.
• Demonstrated ability to adapt to change and contribute positively in a complex operational environment.
• Self-motivated, resilient, and eager to learn, with a commitment to continuous development and delivering excellent client outcomes.
• Excellent written and verbal communication skills in English.
• Strong focus on teamwork, collaboration, and delivering a client-centric service experience.
• Bachelor’s Degree/University degree or equivalent experience in Business, Accounting or Finance

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.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.

Job Family Group:

Operations - Transaction Services

Job Family:

Asset Servicing

Time Type:

Full time

Primary Location Full Time Salary Range:

52580,00€ - 73620,00€

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.

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