Wealth Management Operational Liaison Specialist

The Wealth Management Operational Liaison Specialist serves as the primary operational conduit and dedicated escalation partner supporting Wealth Advisors and Client Service Associates (CSAs). Acting as an operational subject matter expert across both retail banking and wealth/brokerage workflows, this role is dedicated to removing administrative roadblocks, resolving complex client escalations, and seamlessly connecting front-office advisory teams with specialized back-office fulfillment, custody, compliance, and trading partners.
In addition to day-to-day issue resolution, the Specialist analyzes frontline operational trends, error metrics, and inquiry patterns to drive proactive coaching, procedural optimization, and service excellence across the advisory network.
Key Responsibilities:
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
Supports an expansive and/or diverse array of products/services (e.g., Investment, banking, mortgage)
Liaise 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 using internal tracking system
Keeps detailed records of open client issues and monitors them accordingly
Works with business partners in identifying performance issues, drafting, and executing team and individual based training
Collaborate 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.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
5-8 years of relevant experience
Strong business acumen with an in-depth understanding and alignment to the internal operating model and overall value proposition
Consistent top-tier performer
Ability to handle and expedite multiple tasks in a dynamic, fast-paced service environment
Exceptional critical thinking / problem solving skills to immediately address escalated client issues
Superior client service proficiency including excellent verbal, written, and listening skills
Customer focused, detail-oriented individuals with ability to maintain a positive attitude in high-stress and fast-paced work environment
Strong desire to create top-notch client experience with every client, every day
Understanding of multiple products across business lines combined with exceptional networking and relationship building skills (Banking, Cards, Mortgage, etc.)
Education:
Bachelor’s degree/University degree or equivalent experience
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Job Family Group: Consumer Sales
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Job Family:Consumer Sales Support
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Time Type:Full time
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Primary Location:Jacksonville Florida United States
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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.
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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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Anticipated Posting Close Date:Oct 22, 2026
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Automated Processing and AI
We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.
Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.
Illinois residents – AI Notice and Right
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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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.
View Citi’s EEO Policy Statement and the Know Your Rights poster.