Citicorp Investment Services

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Citicorp Investment Services
Marco Artigas Jaime Mantilla
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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.

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How do CIS operations work
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CIS Call Center Model
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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
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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.