Wealth Management Operational Liaison Specialist

Citi

. Serve as the primary operational conduit and dedicated escalation partner supporting Wealth Advisors and Client Service Associates (CSAs) .

Posted 10/15/2026full-timeUnited StatesMid-LevelSenior💰 $70,720 - $106,080 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational support for Wealth Advisors and Client Service Associates, with a strong focus on problem resolution, client service excellence, and compliance with regulations. Proficient in analyzing operational trends and driving procedural optimization to enhance client experiences.

Highest-signal resume keywords

Operational Subject Matter ExpertClient Service ProficiencyCritical Thinking / Problem SolvingBusiness AcumenTraining and Coaching

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Operational AnalysisProcedural OptimizationEscalation ManagementRisk AssessmentCall Center Metrics Management

Soft Skills

Exceptional Communication SkillsDetail-OrientedCustomer FocusedPositive Attitude Under PressureRelationship Building

Tools & Technologies

Internal Tracking Systems

Industry Keywords

Wealth ManagementRetail BankingBrokerage WorkflowsInvestment ProductsMortgage Services

About the role

Key responsibilities & impact

Serve as the primary operational conduit and dedicated escalation partner supporting Wealth Advisors and Client Service Associates (CSAs)
Act as an operational subject matter expert across retail banking and wealth/brokerage workflows
Remove administrative roadblocks and resolve complex client escalations
Connect front-office advisory teams with specialized back-office fulfillment, custody, compliance, and trading partners
Analyze frontline operational trends, error metrics, and inquiry patterns
Drive proactive coaching, procedural optimization, and service excellence across the advisory network
Address procedural/process-related questions and assist with problem resolution
Resolve escalations from clients, Wealth Teams, senior leadership, or executive levels
Support products and services including investment, banking, and mortgage
Liaise with strategic partners, managers, and departments to resolve client requests promptly
Document, track, and monitor escalated items using internal tracking systems
Maintain detailed records of open client issues and monitor them through resolution
Identify performance issues and draft and execute team- and individual-based training
Collaborate with training partners to align coaching efforts with training strategy
Monitor and manage call center metrics including abandonment rate, service level, staffing requirements, and capacity planning
Assess risk in business decisions and drive compliance with applicable laws, rules, regulations, and policies; escalate, manage, and report control issues transparently

Requirements

What you’ll need

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.)
Bachelor’s degree/University degree or equivalent experience

Benefits

Comp & perks

Discretionary and formulaic incentive and retention awards
Medical, dental & vision coverage
401(k)
Life, accident, and disability insurance
Wellness programs
Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays