Service Relationship Associate

Job description / Role

• Job Purpose:

The Service Relationship Associate staff will provide excellent relationship management and account servicing support to Relationship Managers so that as a team, there is greater productivity in acquiring, deepening and broadening existing and potential relationships.

Job Background/context:

• Citi has a valuable Consumer franchise in the Middle East and is looking at further expanding the bank’s leading presence the country.

Key Responsibilities:

• Manage end to end queries for CPC and CG customers mapped to RM.
• Support CPC RMs or RMs that have a larger book of CPC clients.
• Involved in SRA Oasis & GCB Projects.
• Ensure consistently strong and proactive support is given to Relationship Managers through timely and error-free execution of trades; and all other aspects of service and customer relationship management.
• Identify opportunities for streamlining/straight-through/centralized processing so as to significantly improve our operating efficiency, reduce cycle time and costs.
• To ensure all work processes are executed in compliance with Bank’s policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement
• Review MIS received from Singapore on a regular basis for OASIS Non-Matching Report and co-ordinate with respective Service Relationship Associates to regularize the same.
• Review OASIS - CSL - INEX Report and co-ordinate with respective Relationship Managers / Service Relationship Associates to regularize the same.
• Handle deceased cases for IPB accounts.
• Ensure all aspects of the department’s administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business.
• Complete/follow-up documentation for client’s transaction/investment needs or due diligence purpose.
• Resolve customer queries received through various channels (Email/Phone/Face to face interaction etc.)
• Follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.).
• Follow the bank’s processes for verification of documents, retention of documents, processing of instructions, servicing of clients and resolution of complaints/queries.
• Ensure consistently strong and proactive support is given to Relationship Managers through timely and error-free execution of trades; and all other aspects of service and customer relationship management.
• Review Daily Branch Account Opening / Maintenances outstanding cases and co-ordinate with respective Service Relationship Associates to regularize the same and to avoid rework.
• Establish a periodic check (Weekly) to ensure that the SRA recording lines are working and can be retrieved in all Locations.
• Drive service initiatives by assisting clients and relationship managers towards delivering seamless service fulfilment.
• Drive Bank’s digitization strategy by actively preparing clients to be digitally equipped
• Ensure to follow laid down processes and controls of the bank and regulators.
• Foster team work and work toward optimization of team contribution.
• Imaging / Routing to relevant operations for transaction execution
• Be a backup for Branch / FC Service staff whenever necessary

Development Value:

• Service Relationship Associate will receive training, product & on boarding knowledge from branch based experience, on-line training modules and centrally organised workshops. ARM will gain exposure to UAE and Global clients and have the opportunity to liaise with different departments within Citibank. This role will give a platform to manage / develop career path towards Relationship Manger roles etc.

Requirements

Knowledge/Experience:

• 7-10 years’ banking experience ideally in client-servicing

Skills:

• Good communication and problem solving skills
• Sound knowledge and experience of Microsoft Applications.

Qualifications:

• Candidate should hold a Diploma.
• Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.

Competencies:

• Good relationship management
• Quick learner, self-starter, and should be able to take initiatives
• Good team player and should be able to work well with cross functional teams
• Matured personality with a high-level of initiative, self-driven, good time management and work integrity

About the Company

Citi works tirelessly to provide consumers, corporations, governments and institutions with a broad range of financial services and products. We strive to create the best outcomes for our clients and customers with financial ingenuity that leads to solutions that are simple, creative and responsible. Citi has been present in the Middle East and North Africa since 1955 and conducts business in 16 countries in MENA of which 12 have in-country presence. It offers full scale corporate and investment banking services in Egypt, UAE, Bahrain, Qatar, Kuwait, Lebanon, Jordan, Tunisia, Morocco, Algeria and Pakistan and maintains a representative office in Iraq. Citi's institutional capabilities in the region include Treasury & Trade Solutions, Corporate & Investment Banking, Capital Markets Origination, Global Markets and Islamic Banking.

Present in the United Arab Emirates since 1964, when the bank opened its first branch in Dubai, Citi has been known ever since for delivering excellence while consistently bringing world-class banking products and services to the local market. Citibank, the consumer banking arm of Citi, is currently a major player in the UAE's credit card market and a leading provider of Wealth Management and Consumer Credit services. Citibank's branch network in the UAE includes and a network of 60 ATMS located at various commercial centers across the UAE.