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Citicorp Investment Services

Citicorp Investment Services. Marco Artigas Jaime Mantilla. Who is Citicorp Investment Services. Introducing Discount Broker-Dealer. Clicks and Bricks model Relationship FE and non-FE clients Operations support the CIS Sales Force 1.1 million customers

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Citicorp Investment Services

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  1. Citicorp Investment Services Marco Artigas Jaime Mantilla

  2. Who is Citicorp Investment Services • Introducing Discount Broker-Dealer. • Clicks and Bricks model • Relationship FE and non-FE clients • Operations support the CIS Sales Force • 1.1 million customers • 1,500 Financial Executives and support staff • Services provided to Clients • Obtain service or trade with a Financial Executive located in our Financial Centers. • Obtain service or trade with Call Center Registered Reps 24 X 7. • Obtain service or trade using Electronic Access via PC (CBOL / Cititrade) and IVR (CitiPhone Trading). • Free research and planning tools via citibankonline.com & mycititrade.com.

  3. How do CIS operations work

  4. CIS Call Center Model

  5. Centralized Bank Operations Client documents All account opening and demographic information Processing All account opening and demographic information Processing AOM-Account Opening and Maintenance Call Center Caso Imaging System Client Inquiry ACATS Processing All outgoing external securities transfer requests Compliance All client complaints and disputes Investigations Legal All reportable client complaints Order Room DCA Plans Annuities Processing All annuities applications

  6. 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.

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