Citi Group Telesales Represenative 

Mexico, Mexico City 

485478564

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

Time Type:

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