Citi has committed to provide it’s Client base with a standardized service in relation to corporate actions and Income  across a number of direct & Global custody markets. The role is to be part of the team responsible for responding to the Client’s Corporate Action enquiries within predefined service level agreements in over 110 markets

The open role will involve analyzing enquiry trends in order to suggest procedural improvements within the processing area.

The unit undergoes fluctuating volumes due to market conditions.

Key Responsibilities:

• Respond to Client enquiries in relation to Corporate Actions within 3 hours of receipt and as far as possible, without recourse to the processing personnel.
• Resolve all Client enquiries within 3 days of receipt.
• Manage corporate actions relationship with clients to attain desirable scoring on client service reviews/Global custodian surveys
• Supply clear and concise requests for entitlement correction/amendment to the processing area and monitor for completion
• Accurately capture MIS for enquiries and assist in collation of query analysis data for monthly client reporting.
• Produce client specific MIS packs for distribution to clients at each month end.
• Ensure Clients receive high quality customer service in relation to all Corporate Action issues. Communicate directly with Clients by phone and e-mail.
• Accurately apply relevant classification codes to enquiries and perform a monthly query analysis of all client enquiries received to identify potential client education needs Educate clients in respect of understanding Citi’s proprietary systems or market practices to reduce repeat enquiries. Provide proactive support to specific Clients in line with Service level agreements.
• Ensure that all enquiries, which are capable of resolution by the processing areas, are flagged for escalation in accordance with the unit's procedure if not processed within interdepartmental SLAs Liaise with Processing Unit to highlight common issues and recommend procedural changes or systems enhancements
• Arrange and chair regular client service calls
• Act as direct point of call with internal and external senior client representatives.
• Maintain a close working relationship with Product Management, Client Executives, Country Management & Client Service Reps Provide assistance and training to the rest of the team
• Represent Citi Client Enrichment at client meetings and visits

You’ll have strong communication, planning and organizational skills which will benefit you and the team. Our teams need individuals who can research, process, and interpret large amounts of information everyday which will allow you to make ethical decisions with integrity

• Analytical
• Adaptable
• Logical
• Quick-thinking
• Multi-tasker
• Efficient