Citi Citi Service Representative in San Antonio, Texas

  • Primary Location: United States,Texas,San Antonio

  • Education: Bachelor's Degree

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 16061881


We’re looking for a Citi Service Representative to join our world-class Banker team

The Citi Service Representative is a vital member of the Commercial and Business Banking Relationship Management Team responsible for origination/on-boarding and on-going management of high value complex, multi-structural relationships as the client's single point of contact for service

Be a part of the work we do to enable progress around the globe

For the past 200 years at Citi, we have a drive to help clients move from ambition to achievement. Our company has been one of the foundational components of today’s modern financial infrastructure—this gives us a level of unmatched expertise in tackling the world’s most complex challenges and connecting across capabilities to enable lasting progress for our clients.

We attract and nurture local talent from all over the world, ensuring our people are both deeply attuned to regional needs but also bring a global mindset to help clients, communities and nations move forward. Our culture is fueled by men and women with the passion to push beyond borders and boundaries, and the wisdom and courage to do what’s right.

Citi’s Commercial Bank embodies our unique purpose as the global bank of choice for trade-oriented, mid-sized companies who see us as trusted thought partners that bring simplicity in an increasingly complex world, client-centric solutions for long-term growth and pave the way for them to reach across borders and achieve their global vision.

Did you know…

That Citi helped devise a plan and funded The Public Lighting Authority of Detroit to re-illuminate the city? See what else we’ve achieved to enable progress for our clients:

Successful Service Representatives should demonstrate the following behaviors

Develops our People: Builds talent and teams for Citi by creating a culture of meritocracy and transparency, and celebrating excellence, initiative and courage

Drives Value for Clients: Enables economic value and positive social impact for clients, companies, governments, and communities

Works as a Partner: Works collaboratively across the firm and encourages others to achieve the best results for Citi and our clients

Champions Progress: Champions a culture of high standards, pushes for progress, embraces change and challenges the status quo in support of Citi’s vision and global strategy

Lives our Values: Ensures systematically responsible outcomes while driving performance and balancing short and long term risks

Delivers Results: Sets high standards and achieves performance objectives by creating a clear path toward ethical and sustainable results

On a daily basis, Service Representatives will be responsible for the following

·Citi Service Representative (CSR) is the independent services champion operating without daily onsite supervisory support or transactional intervention.

·Continuous exemplary prioritization of Customer and Sales inquiries, for their assigned Customers and sales Teams, is required based on relationship exposures and business needs, to ensure timely and satisfactory delivery.

·CSRs are responsible for all phases of complex commercial end to end servicing for Liability, Cash Management, and Foreign Exchange (FX) requiring ongoing proactive client interaction, both on domestic and international business activities.

·The CSR is accountable for assessing internal/external customer issues/challenges and achieving resolution. CSRs deliver extensive support with advanced/tailored product solutions for multi-faceted business needs that are inclusive of TTS and International clients.

·CSRs utilize expert business, industry, and operational knowledge in addition to frequent client interaction to identify value added products and client solutions for cross sell opportunities.

·These Service Representatives provide input and decision on Cash Management, Liability and Foreign Exchange by consulting on policy, compliance, operational constraints and service performance risk.

·Responsibilities also include integrity of account opening/ on boarding activities and documentation, specifically for Regulatory, Know Your Customer (KYC) and Anti-Money Laundering and Know Your Customer requirements. CSRs ensure legal, regulatory and operational control requirements are maintained across their assigned diverse complex customer base on an ongoing basis.

·Responsible to independently analyze and deliver timely quality solutions based on internal/external client needs.

·Independently prioritizes servicing for assigned customer portfolio and Sales RM based upon their evaluation of the importance of the transaction to the customer and Bank.

·Document issues and providing viable solutions.

·Management intervention only at the request of a CSR when in their judgment escalation is needed to address an unresolved conflict or an exception process approval is required.

·Assist manager in assigning and monitoring flow of work in the department. Independently maneuvers through all applications, tools, and databases used to process transparent end to end top client support.

·Ability to coordinate and provide remote servicing in a Continuity of Business (COB) environment with no supervision.

·Assigned an exclusive portfolio of top 85 clients and $6 million in CNR whose service and product needs are diverse in complex structure. Independently and proactively interacts with the internal/external clients regarding overall relationship needs by phone or place of business calls.

·Determine the need for timely engagement with the assigned RM or National Sales Specialist. Conduct proactive visits and outbound phone calls to clients for service checkups and to evaluate their additional business needs.

·Proactively review assigned portfolio with Relationship Managers to provide any status updates.

·Engage with senior partners on all compliance, controls and escalation issues.

·Document, track, and resolve complex client service inquiries and investigations via an internal tracking systems and keep relationship manager informed on progress as needed.

·Perform within resolutions and quality standards as defined.

·Review and approve immediate credit between $5M-$25M.

·Coordinate and represent Business initiatives outside normal business hours including weekends for mandatory COB testing.

·Lead and represent the overall team on projects and initiatives.

·Independently resolves internal/external client inquiries/investigations and contact senior partners for escalations.

·Run and independently analyze credit inquiries (TRW and D&B).

·Independently reviews, audits and decisions daily Online Overdraft (OLOD) reports.

·Contact clients as necessary to approve and process overdraft up to RSS authority limit.

·Advanced knowledge of systems related to Cash Management and Liabilities (Citismart, SI, WCM, Pep+, BABO, Citi Direct, Citichecking/Flex Cube, etc.).

·Partner with internal business units to handle investigations and problem resolutions.

·Seek and disseminate to share with peers best practices for streamlining and standardization for enhanced service.

·Acts as a Subject Matter Expert (SME) for liability, Cash Management and Foreign Exchange products and services to deliver a "best in class" client experience by managing internal/external client expectation and delivering swift problem resolution.

·Complete new account processing for Liability, Cash Management and FX.

·Develop and maintain a clear and consistent understanding of Liability, Cash Management and Foreign Exchange documentation.

·Review and execute account opening documents and monitor discrepancies and exceptions.

·Possess highly developed knowledge in key systems.

·Utilize expert business, industry, and operational knowledge in addition to frequent client interaction to identify value added products and client solutions for cross sell opportunities.

·Autonomously approve refund of fees and service charges within delegated authorities’ controls.

·Responsible for performing independent MCA control testing nationally people development/management.


Development Value:

·CSRs provide advanced consultative support regarding product terms and conditions and needed competitive market enhancements.

·They provide guidance on the direction and development of organization wide process improvement programs.

·They provide leadership on taskforces whose mission is to achieve our goal of bringing service to the next level.

·CSRs help identify the source/cause of significant customer issues so that they can be eliminated.

·Development could lead to becoming a senior relationship service specialist or other opportunities in treasury sales and relationship management organizations.


·Strong background in banking and customer service