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Transcript of Citibank com voz
Marco Artigas
Jaime Mantilla
Citicorp Investment Services
How do CIS operations workCiticorp Investment Services - Interaction Model
Back OfficeMiddle OfficeDelivery ChannelsCustomers
Investment Services- Quotes and Trading- Account and Market Info- Inquiries- Problem Resolution
Redirect
Investment Advice- CitiPro- Mutual Funds- UIT- Annuities
- Inquiries- Instructions
Sales Referrals
- Inquiries
Investment Services- Quotes and Trading- Account and Market Info
Investment Services- Quotes and Trading- Account and Market Info
Inquiries
Inquiries
Customers
E-BrokerageIVR
CitibankOnline
Financial ExecutivesCiti Financial Centers
Cititrade
Citibank Settlement
CGMI(Clearing)
CIS Call Center
CIS CentralizedBranch Operations
Trades
FundingInstructions
Trades
Inquiries
SettlementInstructions
CIS Call Center Model
Financial Executives New York City(Primary)
San Antonio, TX(Backup)
FE Sales Ops Support (SOS)
FE Account Opening (AOD)
- Trading- Account Inquiry- Problem Resolution- Service
- Account Opening- Account Maintenance
FinancialExecutive?
- Overflow- Non-business hours (EST)
Yes,FE
Customers
San Antonio, TX(CBOL Primary)
Redirect
Client Direct Servicing
- FE Referral- Trading- Service- Account Inquiry- Problem Resolution
No, Customer
FE Sales Ops Support (SOS)
FE Account Openting (AOD)
- Trading- Account Inquiry- Problem Resolution- Service
- Account Opening- Account Maintenance
FinancialExecutive
?
Yes,FE
Client Direct Servicing
- FE Referral- Trading- Service- Account Inquiry- Problem Resolution
No,Customer
Centralized Bank OperationsClient documents
Caso Imaging System
AOM-Account Opening and Maintenance
All account opening and demographic information Processing
Annuities Processing
All annuities applications
ACATS Processing
All outgoing external securities transfer requests
Investigations
All client complaints and disputes
Call Center
Order RoomDCA Plans
Compliance
LegalAll reportable client complaints
Client Inquiry
All account opening and demographic information Processing
Recommendations and Suggestions
Call Center efficiency and utilization Emphasize trading calls and transfer inquiries to
lower cost channels. Differentiate Clients at the Call Center Level to
maximize client satisfaction.
CIS Branch Operations At the Central Branch Level improve processing
efficiencies by identifying service bottlenecks.
Positioning Revaluate FE compensation structure. Use CBOL to acquire more client direct customers.