Officer, Lifestyle Relationship Management - Affluent Cards, Consumer Bank

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

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.

We’re currently looking for a high caliber professional to join our team as Officer, Lifestyle Relationship Management (Internal Job Title: Client Service Officer - C10) based in Hong Kong.  Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
• We empower our employees to manage their financial well-being and help them plan for the future.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life, including generous paid time off packages.
• We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

In this role, you’re expected to:

The Lifestyle Relationship Manager (C10) is a professional role within the Affluent Cards division, specifically dedicated to servicing Citigroup's ultra-high-net-worth (UHNW) flagship product—the ULTIMA Card. This role deals with most customer and account problems independently and has some latitude to solve complex issues.

The candidate integrates in-depth specialty area knowledge with a solid understanding of industry standards, luxury hospitality practices, and card servicing. They possess a good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction and job family. The role requires analytical thinking and knowledge of data analysis tools and methodologies, alongside strict attention to detail when making judgments and recommendations based on the analysis of factual information.

Crucially, given the elite and highly confidential nature of the clientele, the candidate must possess a strong data control and governance mindset, serving as a vigilant custodian of customer data. They typically deal with variable issues with potentially broader business impact, applying professional judgment and developed communication and diplomacy skills to exchange potentially complex or sensitive information.

Key Responsibilities

1. Dedicated Relationship Management & Client Care

• Dedicated Single Point of Contact: Serve as the primary, trusted liaison for an exclusive portfolio of selected top-tier, discerning ULTIMA cardholders, ensuring their inquiries and lifestyle needs are handled with ultimate care.

• Proactive Account Management: Deliver customized lifestyle concierge and account-related services (partnering with external luxury vendors) to Citi's UHNW clients, ensuring client expectations are consistently met and exceeded to secure a highly memorable and valuable experience.

• Proactive Concierge Delivery: Provide proactive and tailored account and lifestyle management. This includes delivering exceptional Lifestyle Concierge and account-related solutions (coordinating closely with external luxury vendors) to exceed client expectations and secure brand advocacy.

2. "One-Citi" Cross-Functional Collaboration

• Product & Journey Optimization: Work closely with the Affluent Product & Marketing teams and the CitiPhone unit to co-create a superior product value proposition and seamless client journeys.

• Synergistic Alignment: Collaborate actively with the Citigold Private Client and Citi Private Bank teams to foster a unified "One-Citi" spirit and create cross-referral opportunities.

3. Vendor Governance, Risk & Data Control

• Service Level Auditing: Liaise with, monitor, and gate-keep luxury lifestyle services delivered by third-party premium vendors, ensuring strict adherence to Citi's quality and compliance standards.

• Client Data Protection & Privacy: Maintain an uncompromising data control and governance mindset in safeguarding highly sensitive UHNW customer information. Ensure all operations, communications, and vendor integrations comply strictly with Citigroup’s information security, banking secrecy, and data privacy policies.

Qualifications & Competencies

Education: Minimum of a bachelor’s degree or higher.

Experience:

• Minimum of 4 years of experience in high-end service management, marketing, luxury hospitality, or premium relationship/sales roles.

• Must have dedicated experience in servicing affluent/ultra-high-net-worth (UHNW) customers.

• Language Skills: Fluent and highly articulate in English, Cantonese, and Mandarin. Working knowledge of Chinese Dialects, Japanese, Korean, or European languages is highly advantageous.

• Technical Skills: Proficient in digital and use of AI, with a strong technical aptitude to master internal bank systems, CRM platforms, and data analysis tools quickly.

Core Competencies:

• Data Control & Governance Mindset: A strong risk-management mindset with a meticulous approach to protecting customer data, adhering to information security protocols, and managing client confidentiality.

• Analytical & Problem-Solving Skills: Excellent problem-solving skills with the ability to resolve complex enquiries in a prompt, courteous, and professional manner, using factual information and professional judgment.

• Detail-Oriented & Administrative Excellence: Superior administrative capabilities with strong attention to detail.

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.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei

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Job Family Group:

Private Client Coverage

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Job Family:

Client Services

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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