AVP, Client Service Officer

At Citi, we get to connect millions of people across hundreds of cities and countries every day.  And we've been doing it for more than 200 years.  We do this through our unparalleled global network.  We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Shape your Career with Citi

Citi Wealth brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices.  The strategies we create help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow.  We are uniquely suited to helping our clients meet their banking needs across regions through our global network.

The Client Tax Service Officer is a seasoned professional role, that will play a key leading role in setting up a new Client Tax Services (CTS) Team.

The CTS Team will take ownership of updating client tax documentation (W-Series Forms) and manage day-to-day tax related queries, dealing directly with clients, as well as managing and supporting various client tax related projects.

This is a client facing role, that involves working directly with Private Banking Teams and clients, along with partner organizations including Tax Operations, Business Execution, Client Onboarding, Product and Corporate Tax.

Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area.

Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information.

Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• Support the Team Leads to build a new Client Tax Service Team, playing a strategic role in the implementation and development of the team
• Identify process risks and establish controls accordingly
• Take ownership of the management of day-to-day work within the team, reporting back to Team Leads on progress
• Client liaison for tax related matters, taking end to end ownership for client requests and queries
• Management of UHNW client relationships, engaging with Tax Advisors, Financial Advisors and Accountants
• Working with Private Banking Teams to ensure client tax forms are valid and up to date  
• Drafting and issuing internal and external communication (e.g., client responses and tax updates)
• Management of incoming tax related queries from Banking Teams and clients
• Improve tax form solicitation to reduce invalid forms whilst delivering an enhanced client experience
• Identify any function gaps, highlight associated risks and implement solutions
• Produce MI to track service levels, client requests and team productivity metrics

Skill Required:

• Experience in owning projects and initiatives, and managing the workload and output of a team
• Excellent communication skills (oral, written and verbal) are essential. Ability to confidently convey detailed concepts clearly and accurately
• Experience with streamlining processes to increase efficiency to improve client experience
• Ability to work pro-actively and  independently, takes ownership and responsibility. Lead with own initiative to resolve to complex queries
• Excellent relationship building and team working skills, ability to work in partnership with various stakeholders
• Possess strong organizational and multi-tasking skills, with a high level of attention to detail
• Ability to prioritize and be adaptable, work to tight schedules and provide a fast and efficient turnaround of tasks and problem resolutions, work under pressure, manage multiple deadlines and conflicting priorities
• Ability to challenge status quo and continuously optimize processes and tasks in own area of responsibility.
• Effectively manage risk and compliance related situations in his/her area and in defining and generating various KPIs / metrics, its measures and reporting
• Experience with the formation and monitoring of appropriate SLA’s
• Excellent use of the suite of Microsoft products (e.g., Word, PowerPoint, Excel)

Qualifications:

• 5-8 years of relevant experience
• Self-starter, flexible, innovative and adaptive
• Ability to multi-task with strong organizational and time management skills per the needs of banker teams and clients
• Strong client-facing experience, ideally within Private Banking or UHNW segments.a
• Client facing experience; strong background and interest in the fields of operations and compliance; previous sales referral experience
• Ability to problem solve and analyze data with demonstration of attention to detail
• Strong verbal and written communication skills
• Knowledge of investments, banking, and credit products
• Tax knowledge and experience: exposure to tax processes, particularly in relation to tax documentation (e.g., W-9, W-8, FATCA), and regulatory requirements preferred
• Requires strong analytical skills; project management experience is a plus.
• Experience in client reporting and operational processes is a plus.
• Ability to work in a fast-paced environment and support build-out activities.
• Basic SQL knowledge is preferred but not mandatory
• Language Requirements: English, Mandarin, and Cantonese are required

Education:

• Bachelor's/University degree or equivalent experience

This position falls under the Mandatory Reference Checking (MRC) Scheme, a standardised reference-checking arrangement that is designed to support the integrity of authorized institutions regulated by the Hong Kong Monetary Authority. The MRC Scheme requires an in-scope institution intending to hire an individual for certain relevant positions to conduct a mandatory reference check on that individual, by requesting information about them from each relevant former and current employer. By applying for this role, you acknowledge that your reference may be shared with other participating banks in accordance with the scheme’s principles.  For further details, please refer to the public website of HKAB. ​

Working at Citi is far more than just a job. A career with us means joining a family of dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.