Loan Specialist

The Telesales Analyst is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.

Responsibilities:

• Assist Team Manager to build revenue and volume momentum.
• Monitor individual telesales daily sales performance through call monitoring.
• Ensure a high standard of quality service delivered and coach telesales in order to achieve target.
• Review MIS report to measure telesales standard of performance.
• Handle and track customer complaints, investigate root cause and rectify with corrective and preventive measures.
• Provide training, team briefing, case sharing to enhance selling and servicing skills.
• Performs other duties and functions as assigned.
• 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:

• 0-2 years relevant experience
• Knowledge of consumer banking including credit card acquisition, portfolio management and insurance would be an advantage
• Demonstrated coordination, communication and negotiation skills
• Driven, results-oriented and able to work independently
• Proficient in Microsoft Office

Education:

• Bachelor’s/University degree or equivalent experience

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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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