Citi Group Sales Support Specialist 12-9 PM CT - Hybrid 

United States, Missouri, O’Fallon 

426330371

Responsibilities:

• Resolves complex customer inquiries and supervisor escalated issues via phone and offline for all Mortgage Default areas including Collections, Spanish Language Unit, Forbearance Plan reviews, case work, extension processing and various special projects.
• Proactively reviews each account to offer value added products and services while adhering to strict telesales laws and regulations.
• Diffuses tense customer interactions; manages conflict and requires the ability to build rapport with customers.
• Makes decisions based on past practice/precedence when resolving complex servicing issues.
• 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 of relevant experience
• Understanding of products combined with collections compliance experience. Demonstrated proficiency in customer service practices in order to help guide and navigate associates. Extensive knowledge of credit/risk policies and profitability models to resolve first level escalated inquiries.
• This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry ("Registry") and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and Citi policies and procedures.

Education:

• High School diploma or equivalent

This position has a schedule for 12-9 PM CT

Anticipated Posting Close Date:

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