Direct Client Custody Client Services Specialist recruitment

Through the efficient and timely resolution of enquiries, the unit assists in the further enhancement of the client relationship in order to provide opportunities for further growth in business

The primary function of Client Services Section is to act as the main interface between Direct Custody Clients and the various Custody Operational units of Citibank. DCC provides all clients with a premium level of service through the efficient and pro-active resolution of their enquiries while also assisting in client education of market or industry changes as well as Citibank practices and policies.
Receiving between 5,000 to 6,000 inquiries a week, this Section is key to enhancing our client's experience of the Direct Custody offering.

Key Responsibilities:

The successful candidate will be the main contact for a designated set of clients within the demanding broker-dealer environment. As a senior within the team they will be expected to

• Own and drive process improvement and team results

• Demonstrate ability to coach staff

• Ability to communicate in various formats with seniors and peers (good news, results, issues)

• Demonstrate influencing and negotiating skills

• Show ability to develop and leverage network

• Continually improve the client experience

• Interact with contacts within corporate clients via telephone, fax and e-mail.

• Respond to client enquiries either with immediate answers (quick-kills) or through tracking the enquiry via internal systems.

• Proactively monitor clients trading activity through the effective use of all systems available to them.

• Take proactive responsibility for the resolution of clients enquiries within the published standards.

• Analyse root-cause of recurring issues through regular review of metrics, and assist in developing programmes for service enhancements arising from these figures.

• Coach others on how to delegate, manage workflow etc.

• Consistently look to assist Section Manager with their workload.

• Represent the department on Client Visits

• Supports Team Leader and Section Manager in ensuring maximum operating efficiency within the team. Will be expected to take on additional responsibility outside of settlement processing.

Development Value:

• Gain knowledge of settlement process to progress within the business.

• Varied internal and external communication with Income/Corporate Actions/ Settlements/ Product Managers / international clients.

• Understanding of the settlement process for internationally traded securities

• Close interaction with all areas of SFS in Dublin and internationally

• Exposure to large scale market changes in CTS

Skills

Knowledge/Experience:

• A proven track record of no less than 4 years experience within Financial Services / Banking

• Experience within Securities Operations would be ideal but is not essential.

• Lean knowledge an advantage

• Experience of DCC Operations would be an advantage

• German or Swiss German would be an advantage

Qualifications:

• Relevant 3rd level experience

• Strong Leaving Certificate.

Skills:

• PC proficient.

• Excel, Word, Outlook.

• Analytical and numerate.

• Excellent written and verbal communication skills.

• Good lateral thinking common sense.

• Must demonstrate a proven track work record.

• Must possess strong interpersonal and communication skills

• Ability to research and resolve large and complex issues

Competencies

• Highly productive

• Good attention to detail diligence.

• Good time management organisational skills.

• Ability to cope under pressure to meet deadlines.

• Keen to learn.

• Motivated and enthusiastic.

• The successful candidate will be a motivated, proactive Individual who is able to 'think outside of the box'

• Must demonstrate a proven track record working within a dynamic and fast changing environment

• Must possess strong interpersonal and communication skills