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Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of approximately 219,000 dedicated people from around the globe. At Citi, youll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

The Senior Relationship Support Analyst applies specialty area knowledge in providing exceptional service to external and internal clients based on their needs and the needs of the business. Good understanding of how the team interacts with others in accomplishing the objectives of the area and serve as key point of contact for the business for their portfolio, special projects, assignments, and assistance to RSU Manager.

Key Responsibilities:

• Coordinates the beginning of onboarding process of new clients relations in the system on behalf of the business.
• Establishes contact with the client, requests what is needed within the scope of assistance, follows up on the documents, and coordinates with the processing area until completing the renewal or the execution of the request in the applicable system. Communicate resolutions to clients.
• Responsible for tracking requests regarding products and services offered by the organization, including accounts, electronic banking, and peripheral services. Coordinates the requirements with the client, establishes the need and links the client with the documentation specialists, verifies that the client understands the process, and follows up to receive everything in order, and coordinates with the processing area to ensure that the service level is met as required.
• Be the single point of contact for internal partners and external customers and interact with key teams to identify and resolve issues.
• Establishes and maintains close working relationship with clients and within team to facilitate an open and direct communication of issues, needs, queries, etc., in such that these may be responded to in an efficient, prompt, and professional manner.
• Consistent delivery of high-quality service to customers through meeting or exceeding customer expectation guided by service level agreements and efficiency/accuracy standards.
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed.
• Developed communication and diplomacy skills are required to exchange potentially complex/sensitive information.
• Responsible for customer interactions, some credit documentation issuance, and request system setups to the applicable team, advise on completion of the disbursement and collect applicable payments when due.
• Appropriately assess risk when business decisions are made, demonstrate 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.
• Ensures awareness and full compliance of internal processes, regulations, policies, guidelines, procedures, and practices.
• Perform impact analysis for regulatory changes that affect the team.
• May supervise day-to-day work of junior level employees but will not typically have formal management role.
• Serves as back up of the RSU Manager in country.

Qualifications:

• Education: Bachelors/University degree in Business Administration, Finance, Accounting, or related field; Masters degree preferred.
• Experience: Minimum of 5 years of relevant experience in credit documentation review/management, credit transactions execution, customer service, financial analysis, and broader banking products (Mandatory).
• Technical & Escalation Handling: Proven track record in handling high-priority escalations and managing client and internal stakeholder expectations.
• Computer Skills: Proficient in Microsoft Office Applications (Excel, PowerPoint, Word).
• Language: Professional working proficiency in English (written and verbal) for daily client and stakeholder interactions.
• Communication: Exceptional written, verbal, and interpersonal communication skills.
• Working Environment: Highly motivated and resilient, with demonstrated ability to thrive in a structured, high-volume, time-sensitive, and high-risk environment.
• Teamwork & Independence: Proactive team contributor with the ability to work independently, multitask, and quickly master new financial products.

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

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Job Family Group:

Customer Service

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Job Family:

Institutional Client Management

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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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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