Wealth Operations Liaison: Client Escalations

Citigroup Inc.; Jacksonville (FL); On-site; USD 71,000 - 106,000; Full time

Job summary

Citigroup Inc. seeks a Wealth Management Operational Liaison Specialist in Jacksonville, FL to serve as the primary operational conduit and escalation partner for Wealth Advisors and CSAs.

You will remove roadblocks, resolve complex client escalations, and connect front-office advisory teams with back-office fulfillment, custody, compliance, and trading partners. The role analyzes frontline trends to drive proactive coaching and process optimization across the advisory network, while maintaining

Qualifications

• Bachelor’s degree or equivalent experience.
• 5-8 years of relevant experience.
• Strong business acumen with an understanding of the internal operating model and value proposition.
• Consistent top-tier performer.

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
• Supports an expansive and/or diverse array of products/services (e.g., Investment, banking, mortgage)
• Liaise 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 using internal tracking system
• Keeps detailed records of open client issues and monitors them accordingly
• Works with business partners in identifying performance issues, drafting, and executing team and individual based training
• Collaborate 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.
• Appropriately assess risk when business 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 behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Education

Bachelor’s degree/University degree or equivalent experience

Job description

Citigroup Inc. seeks a Wealth Management Operational Liaison Specialist in Jacksonville, FL to serve as the primary operational conduit and escalation partner for Wealth Advisors and CSAs.

You will remove roadblocks, resolve complex client escalations, and connect front-office advisory teams with back-office fulfillment, custody, compliance, and trading partners. The role analyzes frontline trends to drive proactive coaching and process optimization across the advisory network, while maintaining