Global Consumer Banking

The retail arm of Citi, Citibank provides products and services to affluent and aspiring affluent consumers in Australia with global banking needs. It offers a full suite of consumer banking products including savings and transaction accounts, credit and debit cards, mortgages, insurance and wealth management.

Credit Operations
The Credit Operations team comprises three core businesses: Collections, Fraud and Authorisations. These three businesses play an instrumental role in delivering our customer experience and in driving strategic and financial growth for the Consumer Bank.

Mortgages
Citibank Mortgages has a longstanding and important history in Australia, being the pioneer of the mortgage broker channel and having created the first line of credit mortgage. Today, Citibank Mortgages, comprises a portfolio of over $7 billion and around 40,000 customers. The broker channel is critical to Citibank’s mortgage business, with around 90% of our business written through mortgage brokers. Citibank’s strategy in this channel is based on building the strongest relationships in the market. Citi is also working towards increasing our Direct business and deepening our customer relationships by selling bundled products and increasing our cross sell capability.

Retail and Wealth Management
Citibank has experienced rapid growth, largely due to our unique distribution model and success in capturing mass affluent clients. Clients are provided with a broad range of deposit, investment, insurance and treasury products, amongst others. A relationship banking service also enables us to service clients' banking and investment needs through a single point of contact operating out of Citigold branches in Sydney, Brisbane, Perth and Melbourne.

Cards and Consuming Lending
Our Cards and Consumer Lending business is the 5th largest card issuer and represents approximately 8% of the total market, and approximately 5% of the non auto-financing segments of the personal lending market in Australia. A strong portfolio of core products including Diners Club and our global expertise has led to strong growth in the partnership space - currently with access to 912 alliance branches and 1400 BP Retail Outlets.

Insurance and Telesales
Citibank works with third-party insurance suppliers to issue a range of insurance products including life, income protection, mortgage repayment, travel and home and contents insurance products. Working with third-party suppliers allows Citibank to select the best-in-class products to offer its customers.

Strategy and Decision Management
Strategy and Decision Management comprises of 6 key areas, Business Development, Modelling, Campaign and MIS Delivery, Research Intelligence, Portfolio Strategy, Business Implementation and Improvement. By combining the skills of these 6 teams we can ensure we have the best tools at our disposal to make reliable, informed decisions to create market leading marketing initiatives that sustain and grow Citi’s market share and profitability.

Marketing and Customer Experience
Marketing and Customer Experience comprises of 4 key areas, Customer Strategy and Transformation, Digital Banking, Marketing and Research and the Customer Advocacy Unit. The team collectively are responsible for the evolution of our mobile banking, online banking, driving customer satisfaction, compliant reduction / investigation and Citibank’s brand strategy.

Risk
The Risk Management Division is responsible for managing the risk and returns of the various consumer bank credit products. Secured Risk manages the credit risk for all secured consumer and commercial lending products of the Bank. Unsecured Risk, covers all unsecured lending products of the Bank, including Credit Card, Ready Credit and Personal Instalment and Diners Risk which manages the credit risk function for Diners.