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Chief Administrative Officer for Global Wealth

2 months ago

Tampa, Florida, United States Citigroup Inc Full time

Position Overview:

The role is centered around overseeing the daily operations related to the intake, assignment, and resolution of investment-related grievances within a retail brokerage and insurance services environment. This includes managing the routine activities associated with the complaint intake process for Citigroup's brokerage division, Citigroup Global Markets ("CGMI"). Additionally, the position involves aiding in the development of control reporting concerning CGMI's customer complaints, necessitating a keen attention to detail and a solid understanding of investment products and their characteristics.

Key Responsibilities:

  • Collaborate with teams to ensure compliance and control; work alongside operations, risk management, compliance, legal, and other departments to maintain the accuracy and integrity of established procedures.
  • Document policies and procedures in alignment with regulatory standards, as well as Information Security protocols.
  • Regularly update project tasks with precision and timeliness.
  • Prioritize and complete deliverables within established timelines.
  • Facilitate conference calls and meetings as necessary.
  • Evaluate risks associated with business decisions, giving careful consideration to the firm's reputation and the protection of Citigroup, its clients, and assets by ensuring adherence to applicable laws, regulations, and internal policies, while exercising sound ethical judgment in all business practices.
Qualifications:
  • 2-5 years of relevant experience in a similar role.
  • Strong collaboration and communication skills.
  • Excellent time management and organizational abilities.
  • Proficient in engaging with diverse personalities and effectively challenging ideas while fostering strong partnerships.
  • Problem-solving capabilities with a comprehensive view and meticulous attention to critical details.
  • Experience in policy compliance, control effectiveness, and open communication.
  • Proficient in Microsoft Excel, Word, and Outlook.
Education:
  • Bachelor's degree or equivalent professional experience.

This position plays a crucial role in supporting the customer complaint intake function at Citigroup Global Markets, Inc., responsible for managing the daily processes related to verbal and written client complaints in the retail brokerage and insurance sectors. A thorough understanding of FINRA's customer complaint regulatory requirements is essential, along with a strong focus on detail. The role demands a high level of independent judgment and decision-making to accurately analyze each customer complaint, determine the nature of the allegations, and identify the appropriate FINRA problem and product codes. Additionally, it involves assessing whether any regulatory reporting is necessary, under the guidance of a Team Manager. The incumbent will implement policies and procedures while ensuring the accuracy of information entered into the complaint management system. They will apply their subject matter expertise and professional judgment to analyze matters and transactions independently, interpret complaint data metrics, and generate regular and ad hoc control reports for various business units. The role also includes identifying data inconsistencies and proposing solutions. Under the supervision of the Team Manager, the individual may assist in preparing and submitting regulatory reports for the broker-dealer, including Form U-4 and U-5 amendments and quarterly 4530 reporting to FINRA. Additionally, the role may involve supporting internal inquiries, audit requests, and regulatory matters.