CPWM NIC Resource Officer

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 Wealth Solutions Advisors with a focus on delivering advice and service to Citi investment and banking clients. The Resource Officer provides first level support and escalation to licensed associates, internal partners and clients. They handle escalated customer inquiries and ensure 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…).

• Required: US FINRA Registration: SIE, Series 7, Series 63 (or Series 66), Series 9, and Series 10.

• Must meet ALL US FINRA Registration requirements within 150 days of hire 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.

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Job Family Group:

Consumer Sales

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Job Family:

Consumer Sales Support

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Time Type:

Full time

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Primary Location:

Jacksonville Florida United States

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Primary Location Full Time Salary Range:

$70,720.00 - $106,080.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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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Anticipated Posting Close Date:

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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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.

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 Citi’s EEO Policy Statement and the Know Your Rights poster.