The Customer Onboarding & Servicing Officer plays a crucial role in enhancing the onboarding and support processes for Retail Business Banking customers. This position focuses on defining and communicating new policies and procedures while seeking automation opportunities to improve client and branch associate experiences. The officer will collaborate with various stakeholders to transform branch processes and ensure compliance with risk guidelines. Additionally, the role involves monitoring operational controls and managing corrective action plans to address any issues.

• Demonstrated ability to enhance, automate, and simplify business processes.
• Experience designing and leading projects to improve processes, with a creative approach to problem-solving.
• Excellent written and verbal communication skills.
• Deep knowledge of branch operations, particularly customer onboarding, servicing, and business banking.
• Proficient in MS Office Suite (Excel, Word, PowerPoint).
• Strong organizational skills with a keen attention to detail.
• Skilled in building internal relationships and influencing stakeholders.
• Proven ability to work independently and manage time effectively.
• Experience breaking down complex concepts and putting them into operational practice.
• 5-10 years of experience in a business banking or branch leadership role is preferred.
• Bachelor's/University degree or equivalent experience.

• Identify and implement process enhancements to improve the experience for both clients and bank associates.
• Lead and support key transformation projects, including the facilitation of branch pilots.
• Create and execute readiness activities to ensure seamless implementation.
• Develop creative solutions to business challenges and share lessons learned across the team.
• Assess operational risks and establish effective, automated controls for customer onboarding and servicing.
• Set high standards for performance and take ownership of delivering excellent results.
• Take accountability for identifying, escalating, and managing potential risks and concerns.
• Oversee the change control process for branch policies and procedures, ensuring proper review, sign-off, and readiness before implementation.
• Write and publish clear communications to ensure branch staff understand and successfully adopt new operational changes.
• Build and maintain strong relationships with key partners, including Branch Strategy, Product, Fraud, Risk, Compliance, and Legal teams.
• Monitor for control exceptions and breaches, using the findings to drive process improvements.
• Manage a portfolio of issues and corrective action plans to ensure sustainable, root-cause solutions are implemented.

• Citi offers a comprehensive benefits package including competitive pay, stock programs, healthcare coverage, retirement plans, paid time off, parental leave, and programs supporting employee wellbeing and professional development.