Citi Senior Customer Service Analyst – Direct Custody and Clearing (Temp Maternity Cover) in Dublin, Ireland

  • Primary Location: Ireland,Leinster,Dublin

  • Education: Bachelor's Degree

  • Job Function: Transaction Processing

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17040415


Job Purpose:

Primary job role:

The Client Services Unit acts as the main interface between GTS clients and the various Custody Operational units of Citibank. Through the efficient and timely resolution of enquiries, the unit assists in the further enhancement of the client relationship in order to provide opportunities for further growth in business.

Job Background/context:

Primary job role:

Citi's Direct Custody and Clearing provides asset servicing and transaction functions primarily to intermediaries such as broker-dealers and banks, and increasingly to fund managers, insurance companies and other global investors through our proprietary network in 57 markets. The scale of this network, provided through our own offices and staffed with Citi experts in each market, sets Citi apart from the competition.

The primary function of Client Services Section is to act as the main interface between Direct Custody Clients and the various Custody Operational units of Citibank. DCC provides all clients with a premium level of service through the efficient and pro-active resolution of their enquiries while also assisting in client education of market or industry changes as well as Citibank practices and policies.

Receiving between 5,000 to 6,000 inquiries a week, this Section is key to enhancing our client’s experience of the Direct Custody offering

Key Responsibilities:

The successful candidate will be the main contact for a designated set of clients within the demanding broker-dealer environment. As a senior within the team they will be expected to

• Own and drive process improvement and team results

• Demonstrate ability to coach staff

• Ability to communicate in various formats with seniors and peers (good news, results, issues)

• Demonstrate influencing and negotiating skills

• Show ability to develop and leverage network

• Continually improve the client experience

• Interact with contacts within corporate clients via telephone, fax and e-mail.

• Respond to client enquiries either with immediate answers (quick-kills) or through tracking the enquiry via internal systems.

• Proactively monitor clients trading activity through the effective use of all systems available to them.

• Take proactive responsibility for the resolution of clients enquiries within the published standards.

• Analyse root-cause of recurring issues through regular review of metrics, and assist in developing programmes for service enhancements arising from these figures.

• Coach others on how to delegate, manage workflow etc.

• Consistently look to assist Section Manager with their workload.

• Represent the department on Client Visits

Development Value:

• Gain knowledge of settlement process to progress within the business.

• Varied internal and external communication with Income/Corporate Actions/ Settlements/ Product Managers / international clients.

• Understanding of the settlement process for internationally traded securities

• Close interaction with all areas of SFS in Dublin and internationally

• Exposure to large scale market changes in GTS

All new hires that have not attained a third level qualification are required to complete the Citigroup Certificate in Applied Financial Services. This course is taught by the Institute of Bankers via blended learning; average study lime required is 4-5 hours per week.

The course is a 9-month programme, incorporating 2 modules:

  1. Financial Services Environment

  2. Financial Services Applications

The course is externally accredited via University College Dublin and carries 10 credit points within the European Credit Transfer System. More details will be made available to you if you are offered a role with Citigroup.



• A proven track record of no less than 4 years experience within Financial Services / Banking

• Experience within Securities Operations would be ideal but is not essential.

• Lean knowledge an advantage

• Ideal for someone with previous work experience looking to expand their knowledge in equity processing within an International banking environment.


• PC proficient.

• Excel, Word, Outlook.

• Analytical and numerate.

• Excellent written and verbal communication skills.

• Good lateral thinking and common sense.

• Must demonstrate a proven track work record.

• Must possess strong interpersonal and communication skills

• Ability to research and resolve large and complex issues


• Relevant 3rd level experience

• Strong Leaving Certificate.


• Highly productive

• Good attention to detail and diligence.

• Good time management and organisational skills.

• Ability to cope under pressure to meet deadlines.

• Keen to learn.

• Motivated and enthusiastic.

• The successful candidate will be a motivated, proactive Individual who is able to ‘think outside of the box’

• Must demonstrate a proven track record working within a dynamic and fast changing environment

• Must possess strong interpersonal and communication skills

Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.

Valuing Diversity:

Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.

Citi is an Equal Opportunities Employer