The Telesales Representative performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives. Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function. Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity. Basic knowledge of the organization, the business and its policies required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence. Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.

Responsibilities:

• Maintain and increase relationship balances, cross-sell additional banking products, partner with team to refer potential investment referrals, acquire new clients.
• Deliver an excellent client experience by supporting clients’ service requests.
• Perform periodic reviews and updates of clients’ profiles.
• Understand client needs matching them with the appropriate set of products and services.
• Responsible for managing a book of business comprised of clients residing in multiple countries, across different time zones.
• Clearly articulate business’s value proposition, matching clients with the correct set of products and services.
• Directly responsible for providing timely responses to client service requests, received via telephone or email. Channel such client service requests to the appropriate service and or back-office team(s).
• Meet or exceed goals by increasing and retaining deposits, and by cross selling additional banking products. Also responsible for supporting client requests for credit cards.
• Respond to client requests for investment products, referring clients to partners if requested.
• Accountable for identifying prospective clients interested in becoming new clients.
• Fully responsible for Know-Your-Customer (KYC) activities, specifically addressing periodic reviews of customer profiles and partnering with Citi’s Anti-Money Laundering (AML) and Compliance departments to ensure risks are properly assessed and managed. Responsible for completing these AML alerts with the highest levels of quality, and to complete such alerts within specific time frames set by the business.
• Enter all data necessary to update KYC profiles based on interviews with their clients.
• Responsible for remediating any valid errors and/or observations identified during quality reviews of their cases and following the appropriate dispute process for any disputed errors. Participate in any corrective action that requires their engagement.
• Fully responsible for knowing and understanding all AML risks associated with client relationships under their management. Accountable for recommending or agreeing in certain cases if relationships are to be exited.
• Responsible for updating client KYC Profiles at any time during the client life cycle whenever a member’s information changes.
• Responsible for executing specific client contact campaigns as defined by Sales Management.
• Responsible for proactively contacting clients to identify needs and deepen relationships.
• Complete all required trainings pertaining to the function on a timely manner.
• 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.

Qualifications:

• 2-4 years experience in Sales or Customer Service.
• Experience within financial services (banking, insurance, investments).
• Basic understanding of Know-Your-Customer and AML concepts applicable to the Financial Services industry.
• Demonstrated influencing and sales skills.
• Knowledge on the bank's products
• Consistently demonstrates clear and concise written and verbal communication skills
• Conveys ideas effectively in oral Tele-sales skill and persuasive/effective pitch skill Customer service-oriented mindset
• Proficient in Microsoft Office Tele-sales manner
• Preventive efforts to manage customer complaints
• Proactive attitude

Education:

• High School diploma or equivalent

Objetivo

Dar propuestas de mejora continua a los procesos ya establecidos, así como proponer nuevas estrategias para mejorar la atención a nuestros clientes internos y externos, optimizando procesos, tiempos y recursos con el objetivo de mantener la sustentabilidad del canal con una sana competencia con otros negocios de la institución.

Descripción de Puesto:

El Analista Jr. De Estrategia Operativa es una función de un empleado en desarrollo. Se ocupa de la mayoría de las actividades asignadas de forma independiente y tiene cierta libertad para resolver problemas relacionados a su tramo de control. Tiene buena comprensión del modo en que el equipo y el área interactúan con otros para lograr los objetivos de la subfunción/categoría del puesto. Aplica un pensamiento analítico y el conocimiento de herramientas y metodologías de análisis de datos. Exige atención al detalle al realizar juicios y hacer recomendaciones en función del análisis de información fáctica. En general, debe lidiar con temas variables con impacto potencial más amplio en los negocios. Aplica su juicio profesional al interpretar datos y resultados. Explica la información de manera sistemática y transmisible. Se requieren habilidades desarrolladas de comunicación y diplomacia para intercambiar información potencialmente compleja/sensible. Genera un impacto moderado pero directo mediante un contacto estrecho con las actividades principales de los negocios. La calidad y puntualidad de servicio suministrado afectarán la eficiencia del equipo propio y de equipos estrechamente relacionados.

Responsabilidades:

Dar seguimiento y ejecución de procesos operativos y administrativos que se desarrollan dentro del equipo de trabajo.

Buscar siempre cumplir las normas y políticas internas del canal y globales de la institución

Asegurar que todos los puntos de venta y asesores del canal cuenten con los materiales operativos y tecnológicos para poder realizar la colocación de tarjetas

Reportes ejecutivos de indicadores

Estar en contacto directo con equipos de trabajo internos del banco con quienes se desarrollan estrategias de mejora o implementaciones de actualizaciones u optimizaciones de proceso operativos del canal.

Relación directa y gestión de proveedores para contar con todos los servicios e insumos necesarios antes mencionados.

Utilizar los procesos y metodología de gestión de proyectos de la Administración de problemas desde el inicio, la planificación, los requisitos de control, la ejecución y las fases de cierre de cada tema.

Poder brindar apoyo a cualquier área de negocios (a nivel organizacional, regional o de productos) desde una perspectiva de proyecto/problema.

Analizar documentación y procesos para garantizar que se traten correctamente los puntos de control y riesgos, y que estén en conformidad con las Políticas de autoevaluación de control y riesgo.

Contribuir al flujo de trabajo o cambio y rediseño de procesos. Probablemente, estar a cargo de tareas de informes perióicos o administración de procesos.

Formar una sólida comprensión de la función o área específica.

Calificaciones:

• Responsabilidad y Proactividad (trabajo preventivo no reactivo)
• Eficacia en resolución de problemas
• Optimización de recursos y tiempos
• Facilidad de palabra / Objetividad
• Manejo de proveedores/equipos de trabajo
• Dominio de paquetería Office (Excel indispensable)
• Conocimientos técnicos en Sistemas Operativos, infraestructura de redes, bases de datos, metodologías de desarrollo de software
• Alto grado de atención al detalle y calidad.

• Licenciatura en administracion, informatica, economia o equivalente
• Microsoft Office, Atención a cliente, trato con proveedores, seguimiento y resolución a incidencias.
• Horario: Lunes a Viernes de 9:00 am a 7:00pm

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Job Family Group:

Consumer Sales

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Job Family:

Telesales

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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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.

 

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