Citigroup Hiring for Team Leader – KYC fulfillment- C05- Jaipur at Jaipur, India Full Time

The Service and Sales Specialist is an entry level position responsible for responding to service inquiries through inbound telephone and mail communications in coordination with the Customer Service team. The overall objective of this role is to provide resolution to client inquiries while identifying cross sell opportunities.

Responsibilities:

• Provide customer service to existing clients, including first contact resolution, answering inquiries, addressing concerns, resolving complaints, and providing training assistance

• Participate in engagement campaigns to potential and existing clients to increase growth opportunities

• Assist office staff with client credit applications and transaction processing

• Analyze disbursement reports and assist providers with account reconciliation

• Assist dealers with processing transactions via Point of Sale (POS) Terminals, website, Interactive Voice Response (IVR), and VeriFone

• Order, replace, and track provider enrollment kits and marketing information

• Process test transactions for initial setup and applications for prospective providers as well as retrieve, update, and store provider data in all appropriate systems

• Retrieve, update, and store provider data in all appropriate systems

• Place outbound welcome, marketing, and sales calls to new, potential, and existing providers, as well as schedule training sessions

• Update information for change of address and bank info changes and perform department assistance functions as assigned by management

• Assist in reviewing all setups and Merchant Non-Monetary transactions, create new merchant setups in Sales Assist, VeriFone, and Web, and provide merchant specialty reporting

• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.

• 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

• Experience within customer service, call center, or retail preferred

• Experience with relationship building with internal and external customers

• Retrieve, update, and store provider data in all appropriate systems

Education:

• High School diploma or equivalent

Business/ Department

Objectives:

Rendering services to Citibank customers and ensuring completion of KYC for cards/loans applications.

Core Responsibilities:

Ensure team members adhere to Customer service excellence by adhering to professional conduct, attire and handling to complete KYC collection

• Ensure end to end process adherence in execution of KYC collection/certification by Team members

• Handle day to day requirements of Team

• Distributing fixed appointments to Team members & monitoring KYC collection

• Ensure professional conduct and client handling in completion of physical KYC collection by Team members

• Ensure minimal defects on submissions from Team (85% plus FTR rate on submitted apps)

• Ensuring Nil Customer complaints

• Timely resolution of customer complaints/concerns

• Ensure high standards of compliance to Control requirements

Adherence to Service and Sales Compliance Ensuring Process Efficiency by driving and making the team achieve set targets on quality parameters Passion for delivering best in the Industry Client experience and excellence

Day-to-Day Responsibilities:

Ensure Customer service excellence and Process adherence by

• Ensuring complete adherence to process and quality requirements

• Ensuring Process Efficiency by achieving set targets on producitivity and other parameters

• Ensuring team members deliver service with highest standards of professional conduct

• Ensure minimal defects (85% plus FTR rate on submitted apps)

• Ensuring Nil Customer complaints

• Escalating / Highlighting customer Problem Incidences

• Assisting the team on field collections whenever reqd

Ensuring Adherence to Service and Sales Compliance

Financial/ Budgetary:

NIL

Individual Contributor (IC)/Managerial

Managerial

Key Deliverables:

1.Timely process execution / completion

2.Query Resolution

3.Customer handling

Relocation:

No

Other:

Job Family Group:

Customer Service

Job Family:

Service & Sales

Time Type:

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries (“Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

View the “EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) ” poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.