ANALISTA JR. TECNOLOGÍA Y SEGUIMIENTO C05

The Telesales Representative performs relatively complex assignments.
Has direct impact on the business by ensuring the quality of the tasks or services provided.
Works under little to no direct supervision.
May service an expansive and/or diverse array of products/services.
Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives.
Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function.
Ensures the quality and service of self and others.
May recommend new options to enhance productivity in accordance with guidelines.
Requires tact and diplomacy when exchanging complex or sensitive information with others.
Is sensitive to audience diversity.
Basic knowledge of the organization, the business and its policies required.
Typically responsible for resolving basic to moderately complex problems based on practice and precedence.
Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.
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 Se requiere laborar en fines de semana y descanso entre semana.
Esquema presencial, no Hibrido Elaboración, desarrollo, gestión y ejecución de los procesos establecidos en el área • Elaboración de reportes, así como métricas de indicadores clave • Atención, ejecución y seguimiento de actividades inherentes a los procesos, tales, como presentaciones, manuales y procedimientos • Seguimiento puntual a requerimientos y entregables del equipo y para el equipo de ventas • Atención puntual a los proyectos de mejora continua impulsados y desarrollados por el área.
• Gestión y seguimiento respecto a los análisis de malas prácticas de venta, así como elaboración de entrevistas de calidad • Coordinación de sesiones de trabajo, elaboración de minutas, gestión y cumplimiento de las responsabilidades asignadas.
• Asegurar que todos los puntos de venta y asesores del canal cuenten con las herramientas tecnológicas e insumos materiales para poder operar y realizar la colocación de tarjetas • Estar en contacto directo con equipos de trabajo internos para desarrollar estrategias de mejora o implementaciones de actualizaciones u optimizaciones de proceso operativos del canal.
• Relación directa y gestión de proveedores para contar con todos los servicios e insumos necesarios antes mencionados.
• Utilizar los procesos y metodología de gestión de proyectos de la Administración de problemas desde el inicio, la planificación, los requisitos de control, la ejecución y las fases de cierre de cada tema.
• Poder brindar apoyo a cualquier área de negocios (a nivel organizacional, regional o de productos) desde una perspectiva de proyecto/problema.
• Analizar documentación y procesos para garantizar que se traten correctamente los puntos de control y riesgos, y que estén en conformidad con las Políticas de autoevaluación de control y riesgo.
• Contribuir al flujo de trabajo o cambio y rediseño de procesos.
• Estar a cargo de tareas de informes periódicos o administración de procesos.
Funciones.
Dar seguimiento con el proveedor UMEDIA (proveedor que nos apoya haciendo contratos con empresas de telecomunicaciones) Dar seguimiento y escalar fallas de internet Llevar el inventario y distribución de los router de los diferentes puntos de venta.
Revisar instalaciones de fibra óptica de principio a fin, con proveedor y ventas Elaborar reportes semanales de la data para conocer los indicadores de las ventas en cada punto de venta.
Requisitos.
Licenciatura trunca como mínimo, (6to semestre / cuatrimestre o mayor) Experiencia en atención a clientes, atención y seguimiento a proveedores.
Conocimiento en internet y fibras ópticas Trato con proveedores Manejo indispensable de Excel (cruces, formulas, reportes, macros, bases de datos complicadas) Pensamiento analítico Empático Disponibilidad para laborar fines de semana y descansar entre semana.
------------------------------------------------------ Job Family Group.
Consumer Sales ------------------------------------------------------ Job Family.
Telesales ------------------------------------------------------ Time Type.
Tiempo Completo ------------------------------------------------------ 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.
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