Callback Representative for Staff Assisted Transactions

Standard work schedule is Monday through Friday, 9:00 AM to 6:00 PM Eastern Time. Willingness to support extended hours as needed based on business requirements.

Role:

The Cash & Trade Processing Intermediate Associate Analyst is an intermediate-level role responsible for supporting the NAM Wealth Banking Operations team by performing client authentication and transaction validation. The role involves direct client interaction, ensuring the authenticity of financial instructions, and timely execution of high-value transactions while adhering to internal policies, regulatory requirements, and operational excellence standards. This position requires strong knowledge of wealth banking operations, investments, wire transfers, commercial lending, and a high degree of client service orientation. The candidate will collaborate closely with global teams in Jersey City, Tampa, and India.

Key Responsibilities

• Completed validation for a minimum of 60 client callbacks daily to authenticate staff assisted transaction requests.
• Perform validation checks including signature verification, authority-to-transact review, consistency and client callbacks for instructions across multiple transactions/types and queues.
• Ensure timely execution of transactions including:
  • Wire transfers & ACH requests
  • Asset Security Transfers & ACATs requests
  • DVP/RVP trades & FX trades
  • Loan draws, fundings, and check disbursements
  • Deceased account transfer requests
• Review and validate complex documentation, including:
  • Investment agreements
  • Loan contracts
  • Escrow arrangements
  • Third-party authorizations
  • Legal documents (e.g., court orders for deceased clients)
• Maintain accurate records of all validation actions in the processing systems.
• Collaborate with global operations teams (Jersey City, Tampa, India) to manage workflow and support daily volumes.
• Investigate and resolve client inquiries related to financial transactions.
• Ensure strict compliance with internal policies, procedures, and regulatory requirements.
• Contribute to operational transformation initiatives, reducing manual touchpoints and improving process efficiency including implementation of approved AI non tech tools.
• Track and report daily activity volumes for MIS reporting.
• Provide backup support across regional teams to manage business needs.
• Build and maintain strong relationships with Peers, Managements and stakeholders

Qualifications

• 2–4 years of banking or financial services experience, with at least 2 years in operations, client service, or transaction processing.
• Strong knowledge of investments, wire remittance, and commercial lending processes.
• Knowledge of financial regulations including Dodd Frank (REG E), Bank Secrecy Act, Travel Rule and SWIFT regulations.
• Excellent verbal and written communication skills, with the ability to interact directly with clients.
• Proficiency in Microsoft Office and strong data entry/transaction processing experience in high-volume environments.
• Strong attention to detail, analytical skills, and ability to review complex documentation.
• Ability to manage multiple validation queues, internal/external inquires and meet time-sensitive deadlines and productivity levels.
• Strong verbal and written communication skills.

Education

Bachelor’s/University degree or equivalent work experience.

This job description provides a high-level overview of the responsibilities and qualifications required for this role. Other job-related duties may be assigned as business needs evolve.

------------------------------------------------------

------------------------------------------------------

------------------------------------------------------

------------------------------------------------------

------------------------------------------------------

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.

------------------------------------------------------

------------------------------------------------------

------------------------------------------------------

------------------------------------------------------

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

------------------------------------------------------

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.