• Competitive
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • Citi Australia
  • 20 Feb 18

Service Relationship Manager, Hunter St

Service Relationship Manager, Hunter St

  • Primary Location: Australia,New South Wales,Sydney
  • Other Location: Asia Pacific
  • Education: Associate's Degree/College Diploma
  • Job Function: Sales
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17078404


Not many companies today can offer the wealth of career opportunities and choices that Citi can. But then again, Citi is not like every other company.

Citibank brings the strength and expertise of one of the world's largest financial services companies to personal customers in more than 100 countries and 200 cities. 

The role of Service Relationship Manager is to provide support and assistance to the Branch Sales Team allowing them to deliver sales and revenue targets and to deepen the relationship with existing and prospective clients.

Your key accountabilities include but are not limited to:
  • Assist and support Citigold Relationship Managers
  • Primarily serve the CitiGold customers on Wealth Management Banking needs
  • Develop strong customer relationships and build customer loyalty through consistent delivery of error-free and timely service to meet customer needs
  • Take full ownership and provide solutions to customers' problems and ensure satisfaction of problem resolution
  • Exercise due diligence in customer care to ensure good customer contact experience with Citibank, e.g. follow-up and call back to customers
  • Make daily relationship calls to engage and interact with customers at a personalised level
  • Identify client general financial needs and cross-sell opportunities to refer clients to the appropriate Relationship Professional
  • Comply with established bank and external policies and procedures to ensure the confidentiality and security of bank and client assets and information
  • Maintain a high standard of accurate and error free work, which reduces compliance breaches  to include minimising and reducing critical errors and write offs
  • Exercise due diligence and independence when reviewing requests from Branch Sales Staff
  • Maintain a high standard of ethics and conduct for sound banking operations, business success and the bank's reputation
  • Continuously look for improvement opportunities to increase customer satisfaction and work efficiency
  • Contribute to branch operational efficiencies to enable branch to achieve plan


To be successful in this position you must have the following skills and experience:
  • Degree or vocational qualification in business or finance related subject is desirable
  • RG146 Tier 1 or 2 accredited in managed investments, derivatives, securities and FX
  • Operational experience in financial services. A minimum 3 years work experience in an Australian company is essential
  • Frontline service experience - possess strong experience of branch frontline service in the banking industry
  • Proven relationship management skills
  • A good working knowledge in investment products in a retail environment is highly desirable
  • Good knowledge of the retail investment and financial planning industries is desirable
  • Good understanding of industry legislative and compliance regime
  • Delivering results and meeting customer expectations
  • Strong analytical and organisational skills
  • Excellent attention to detail
  • Ability to work autonomously and as part of a team.
  • Excellent communication skills both written & verbal
  • Coping with pressures and setbacks
  • Following instructions and feedback
  • Adhering to principles and values
  • Working with people
  • Relating and networking
  • Achieving personal work goals and objectives
  • Fluent Mandarin speaking is highly preferred
    When you work at Citi, you'll be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.

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