What are the responsibilities and job description for the Wealth Services Resource Specialist - San Antonio, TX position at Citigroup Inc?
The Wealth Services Resource Specialist is a subject matter expert on investment and banking procedures and processes. The Wealth Services Resource Specialist will be a part of a team comprised of specialists with a focus on effective issue resolution for our clients. The Wealth Services Resource Specialist provides first level support and escalation to licensed and non-licensed associates, internal partners, and clients. They manage escalated customer inquiries and ensure the issue resolution is handled promptly and seamlessly. The Wealth Services Resource Specialist works closely with business partners to review front line metrics (e.g., questions raised, frequency of escalated items, etc.) and use that data to develop individual and team based coaching opportunities.
Responsibilities :
- Answer incoming calls from internal partners and function as SME / point of contact for complex product related procedural / process related questions & escalations
- Addresses procedural / process related questions and concerns from associates and assists with problem resolution
- Resolves escalations from clients, wealth teams, senior leadership, or executive levels
- Provides point of call resolution, a research / escalation resource, and partners with process specialists to research and resolve client requests
- Supports an expansive and / or diverse array of products / services (e.g., Investment, banking, mortgage)
- Consults with strategic partners, managers, and department to resolve client requests promptly and achieve excellent internal and external customer service
- Documents, tracks, and monitors items escalated to them to ensure a timely resolution
- Responsible for keeping detailed records of open client issues and monitoring them accordingly
- Works with business partners in identifying performance issues, drafting, and executing team and individual based training
- Collaborates with training partners to align coaching efforts with training strategy, focusing on knowledge and service improvement
- Monitors and manages standard call center metrics for abandonment rate, service level, staffing requirements, capacity planning, etc.
Qualifications
Education :
This job description provides a high-level review of the types
Job Family Group : Consumer Sales
Job Family :
Consumer Sales Support
Time Type : Full time
Primary Location :
San Antonio Texas United States
Primary Location Full Time Salary Range :
70,720.00 - $106,080.00
In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including : medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
Anticipated Posting Close Date :
Feb 03, 2025
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and / or apply for a career opportunity review Accessibility at Citi .
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View the EEO Policy Statement .
View the Pay Transparency Posting
Salary : $70,720 - $106,080
