Sheryl Lee
Client Service Officer
Summary
Dynamic Client Service Officer with a proven track record at Citibank Singapore Ltd, excelling in customer service and effective troubleshooting. Adept at managing client transactions and fostering relationships, I leverage anticipatory problem-solving to enhance client satisfaction and drive continuous improvement initiatives. Committed to operational integrity and compliance.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Client Service Officer
Citibank Singapore Ltd
03.2014 - Current
- Deliver wealth management services to Citigold and Citi Private clients with guidance from the Banker teams.
- Manage and execute client transactions with respect to business and individual banking, credit and investment products. Ensure transactions are completed within audit and compliance standards as well as timely.
- Take ownership of client investigations (e.g., statement reporting issues and pricing inquiries) and collaborate with operational and middle office teams to ensure effective resolution.
- Coordinate account maintenance for all products, coordinate all demographic changes including address changes, telephone number updates, account status changes, rates and fee waivers.
- Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction.
- Proactively arrange and participate in client visits and perform service quality check-in calls to clients.
- Obtain banker/client appointments to build upon existing or establish new relationships.
- Identify and document new business opportunities for referral to banker or product specialist.
- Perform responsibilities through proficient use Citi applications. Participate in service related process improvements.
- 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.
Assistant Manager
HSBC Bank
11.2012 - 03.2014
- Maintained accurate records of all transactions and client information, ensuring data integrity and confidentiality at all times.
- Provided training for newly hired Account Opening Officers, fostering a knowledgeable and capable workforce.
- Facilitated smooth transitions from prospect status to active clientele through diligent follow-up efforts and proactive relationship-building activities
- Escalated potential risks or concerns to management to mitigate operational losses and maintain service quality
Corporate Relationship Associate
HSBC Bank
06.2012 - 08.2012
- Managed a diverse portfolio of clients, ensuring their financial needs were met and exceeded.
- Assisted in the onboarding process for new clients, streamlining communication and documentation procedures.
- Worked closely with product partners such as trade, insurance ad global banking to assess clients needs and offer appropriate solutions
- Mentoring ew recruits i lieu of strong relationships built with clients
Education
Bachelor of Business With Distinction - Economics And. Finance
Singapore Institute of Managemet
Singapore 01.2011 - 06.2012
Diploma - Business Management
Singapore Institute of Management University
03.2009 - 06.2010
Skills
Customer service proficiency
Empathetic understanding
Effective troubleshooting abilities
Anticipatory problem-solving
Focused on continuous improvement initiatives
Accomplishments
Participated in the design and launch of investment platform enhancements, laying the foundation of investment workflows applied through the entire offshore banking platform
Initiated consolidated investment workflows working with a range of counterparties including sales supervisors, relationship managers, product managers and assistant relationship managers.
Designed updated lodgement cover sheets to accommodate for a updated process of collecting transactional documentations. Conducted trainings and continue to provide support and manage workflow for document retention
Certification
Data Analytics, Vertical Institute
Timeline
Citi AI Foundations Level 1 Badge
05-2025
Data Analytics, Vertical Institute
11-2021
Client Service Officer
Citibank Singapore Ltd
03.2014 - Current
Assistant Manager
HSBC Bank
11.2012 - 03.2014
Corporate Relationship Associate
HSBC Bank
06.2012 - 08.2012
Bachelor of Business With Distinction - Economics And. Finance
Singapore Institute of Managemet
01.2011 - 06.2012
Diploma - Business Management
Singapore Institute of Management University
03.2009 - 06.2010
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