Direct Custody & Clearing Client Services Rep 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.
They will have an ability to:
- 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.
- Will often coach others on how to delegate, manage workflow or queries.
- Will consistently look to assist Team Leader with their workload.
- Will represent the department on Client Visits
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.
Skills
Knowledge/Experience:
- Settlement/customer service experience preferable but not essential.
- German or Swiss German would be an advantage
- Ideal for someone with previous work experience looking to expand their knowledge in equity processing within an International banking environment.
Qualifications:
- Strong Leaving Certificate.
- Relevant 3rd level experience
Skills:
- PC proficient.
- Excel, Word, Outlook.
- Analytical and numerate.
- Good 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.