Sales Concierge - Sales Support Associate (Safe Act)

Citibank - More jobs by this advertiser
Sales Concierge - Sales Support Associate (Safe Act)-19035139



About Citi


Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.




Citi’s Mission and Value Proposition  explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.




Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.




Who we are


Sales Concierge & Support is a part of the Retail Bank and Mortgage Organization within Citi North America, and reporting through the Head of U.S. Mortgage Sales.  We are a robust sales support team with various roles and responsibilities contributing to the overall effectiveness of the mortgage sales business.  


The Sales Concierge & Support Team focuses on four main objectives 


• Onboarding


• On-Demand Support


• Service Excellence


• Business Readiness




Who we are looking for


As a Sales Support Associate, you will be a dedicated team member focused on executing on our sales coaching, skills development and adoption deliverables.  You are here to help your fellow employees, and possibly clients or prospects, and deliver service excellence.  Your primary daily responsibilities include interacting with your sales partners by conducting concierge coaching learning series, including facilitating the 8-week New Hire Outreach with new DRS sales employees.   Additionally you will provide on-demand support to fellow Citi employee/ clients and resolving support requests received via three main support arteries - Phone Queue, Email, and Chat.   While not required, previous experience as Concierge Support Specialist is preferred. 




Job Requirements:


  • Mortgage Subject Matter Expert (SME) requiring complex system, policy & procedure proficiency for mortgage originations

  • Host/Schedule/Coordinate business topic training calls and in person sessions to drive adoption and sales effectiveness

    • Participate in project / program calls to determine sales coaching needs

    • Create, receive approvals, and deliver materials for coaching sessions

    • Maintain Call Agendas and attendee logs

    • Assist in the development of communications and materials to drive adoption

  • Host/Schedule/Coordinate internal Sales Concierge Team Supplemental Training Meetings

    • Topics determined by leadership to enhance the knowledge and skillset of SCS Team

    • Collaborate with management on Agendas

  • Onboarding Site Specific Support

    • Including (but not limited to) setting up Dual screens in CAP, setting up LOIS profile, Phone access for those new hires who just got on the floor

  • New Hire Outreach Sales Partner Assignments

  • Manage multiple inboxes supporting Sales Business

    • Including (but not limited to) reviewing for sales opportunities, escalations, and complaint capture

  • Act as a key contributor for Sales Concierge workload management, acting as “folder lead”  on primary Sales Concierge Inbox

  • Participate in development and launch of business initiatives, often piloting new processes and functions to support business needs 

  • Engage in Sales Concierge core activities as directed/needed



Additional Job Responsibilities as needed and determined by Sales Concierge Management


  • Tasked with multiple responsibilities throughout each day that includes resolving support requests received via telephone, email, or internal messaging.

  • Guide, consult, coach, and provide accurate and timely information to Mortgage Sales employees; including procedures and guidelines questions, systems navigation, policy questions, and remote assistance

  • Ability to quickly review client/prospect financial situations; this includes collecting and analyzing information about the customer's financial situation, financial and personal objectives, tolerance for risk and change, plans for the future, income, assets, debts, cash flow, and credit history

  • Assist and provide service to clients and prospects who are in the Citi loan application process, including customer service situations

  • Offer IT support/triage; escalate trouble tickets as necessary

  • All aspect of the job will contain various systems to operate in and for accurate reporting and tracking of your daily production

  • At least 6 months in Concierge Support Specialist Role with proven consistent performance is preferred

  • Minimum 3-4 years Mortgage Lending experience.

  • Understanding of the mortgage business and call center environment is required.                                                             

  • Requires clear and courteous communication skills with both internal and external customers, including verbal and written.  

  • Expertise of general lending products and services and overall mortgage industry

  • Banking experience preferred

  • Expertise of general lending products and services and overall mortgage industry

  • Knowledge of the laws and regulations that govern consumer lending, including fair lending, privacy, and RESPA.

  • Ability to work as part of a team.

  • Strong relationship development and management skills.

  • Superior customer service skills.

  • Process oriented, results driven.


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.

  EEO Statement: Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity  Pay Transparency: Citi won’t discriminate against anyone for discussing pay, but those with access to pay data in their work can’t disclose it unless responding to complaints/investigations or legal requirements.

9 August 2019
Location: United States Texas Irving
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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