Analista Jr Estrategia Operativa - Ciudad de México - Citi

Citi

Empresa verificada

Ciudad de México

hace 4 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

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, crosssell 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.
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-YourCustomer (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.

Qualifications:

24 years experience in Sales or Customer Service.
Experience within financial services (banking, insurance, investments).
Basic understanding of Know-YourCustomer 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 Telesales skill and persuasive/effective pitch skill Customer serviceoriented mindset
Proficient in Microsoft Office Telesales manner
Preventive efforts to manage customer complaints
Proactive attitude

Education:

High School diploma or equivalent

Analista Jr. Estrategia Operativa
Objetivo

Establecer propuestas de mejora continua a los procesos ya establecidos, así como proponer nuevas estrategias para mejorar la atención a nuestros clientes internos y externos, principalmente a requerimientos y necesidades del canal principalmente en horarios de fines de semana, optimizando procesos, tiempos y recursos con el objetivo de mantener la sustentabilidad del canal con una sana competencia con otros negocios de la institución.

Descripción de Puesto:
El Analista Jr. de Estrategia Operativa es una función de un empleado desarrollado. Se ocupa de la mayoría de las actividades asignadas de forma independiente y tiene libertad para resolver problemas relacionad