The Customer Service Intermediate Analyst and the asset servicing Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.

Responsibilities:

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• Provide coaching and support to team and serve a point of contact for esclations
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Escalate customer feedback, processing delays and errors appropriately
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• Appropriately assess risk when business decisions are made, demonstrating particular 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.
• This role will manage reconciling and processing positions related to Corporate Action events
• These activities include revisions of communications, notifications and facilitating postings for Corporate Action or Proxy events
• Reviews all Corporate Action/Proxy events received and ensures detailed understanding and processing requirements
• Liaise with all units and departments relating and impacting clients on Corporate Action Proxy items
• Pro-actively reconciles instructions versus eligible holders and executes client votes
• Researches and resolves all discrepancies within department standards
• Reviews and updates all processes and procedures timely and accurately
• Identifies and reports any gaps/system enhancement
• Participates in all testing and successful implementations
• Escalates issues to management, participates in cross-training activities and all other job duties as assigned
• Appropriately assess risk when business decisions are made, demonstrating particular 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.

Qualifications:

• 4-10 years of customer experience
• Relevant experience (business/financial environment) preferred
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

Education:

• Bachelor's degree/University degree or equivalent experience

주요 업무를 포함한 본 채용의 상세 사항에 대해서는 아래를 확인하여 주시기 바랍니다.

한국씨티은행 증권업무부 Custody Client Services Officer 채용 공고

한국씨티은행 증권업무부 Custody Client Services Officer를 아래와 같이 모집하오니, 관심 있는 분들의 많은 지원 바랍니다.

– 아      래 –

채용부문: 증권업무부 Global Custody Client Services Officer

모집인원: 0

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주요 업무 및 책임

• 국내 또는 해외 Custody 고객의 오퍼레이션 관련 연락 담당자로서 일상적인 문의사항에 대해 응대하고, Cluster/글로벌 오퍼레이션 팀과 협력하여 오퍼레이션 이슈를 처리.
• 신규 비즈니스 기회 및 고객서비스의 불편사항을 파악하거나, 고객관계에 이슈가 발생하는 경우 등과 관련하여 세일즈 팀과 긴밀히 협조하며, 문제해결이 어려운 경우 등 필요시 경영진에게 보고함.
• 문제발생시 고객과 Citi의 분야별 전문가 그룹(Subject Matter Expert)간 커뮤니케이션을 담당함.
• 유가증권 보관으로 발생하는 각종 공시 이벤트(CA event) 처리
• 보관자산 또는 거래로 인해 발생하는 자금 지급 및 이에 수반한 환전, 해외송금 업무
• 유가증권 매매 및 대차거래의 결제지시서를 정확하게 이해/확인하고 유가증권 결제시스템에 등록 및 수반되는 고객 관련 업무 처리
• 고객의 요구사항, 불만사항 보고 및 해결
• 고객서비스 향상 등을 위한 프로세스 개선

자격요건

• 유가증권 결제에 사용되는 당행 또는 시장의 결제시스템(SWIFT, BOK-Wire, SAFE+) 및 Banking(해외송금포함)에 대한 이해
• 주식, 채권 등 유가증권 관련 각종 공시에 대한 이해
• 영어 소통 능력 (Verbal/Written)
• MS Office 활용 능력
• 신속하고 정확한 업무처리 능력
• 고객서비스 마인드, 적극적이고 긍정적인 업무태도
• Custody(유가증권 결제, 공시업무 등), Treasury(외환, 파생, 채권결제 등), Banking(해외Payment 등) 관련 오퍼레이션 업무 경력 우대

근무조건

• 고용형태: 전문직
• 급여 및 복지조건 : 회사 내규에 따름
• 근무지역: 서울 종로구 새문안로50, 한국씨티은행 본점

전형절차

• 서류전형 > 면접전형 > 사전점검/채용검진 > 최종합격
• 전형일정 및 각 전형 별 합격발표는 이메일을 통하여 면접 대상자에게 개별 안내 드립니다.

접수방법 및 기간

• 지원방법 : 당행 채용 site 접속하여 온라인 지원
• 제출서류 : 영문이력서 1부
• 접수기간 : 채용시까지
• Rolling Base 인터뷰 진행 (지원서가 접수된 순서대로 검토하며, 채용후보자가 조기에 선발되는 경우 접수기간 중이라도 채용 공고 종료 가능함)

유의사항

• 구직자 본인의 용모, 키, 체중, 출신지역, 혼인여부, 재산과 구직자 본인의 직계 존비속 및 형제자매의 학력, 직업, 재산의 정보는 기재하지 마시기 바랍니다. (채용절차의 공정화에 관한 법률 제4조의 3)
• 온라인을 통해 접수한 이력서는 반환하지 않습니다. (채용절차의 공정화에 관한 법률 제11조)
• 부정한 행위(예: 채용청탁 등)를 통해 합격한 사실이 확인된 경우, 합격이 취소될 수 있으며 향후 채용에 제한이 있습니다.
• 장애인/보훈대상자의 경우 서류전형에서 우대
• - 장애인은 ‘장애인복지법 시행령’ 제2조에 따른 장애인 기준에 해당하는 자 또는 ‘국가유공자등 예우 및 지원에 관한 법률 시행령’ 제14조 제3항에 따른 상이등급 기준에 해당하는 자를 말합니다.
• - 보훈대상자는 ‘국가유공자 등 예우 및 지원에 관한 법률’등에 의한 취업지원 대상자를 말합니다.
• - 지원 시, 해당 사실을 증빙할 수 있는 서류를 추가 제출 바랍니다 (개인정보 마스킹 필수).
• 문의: 한국씨티은행 인사운영부 (ckirecruitment@citi.com)

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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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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