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.
Citiission 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 clientsd the publicrust 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.
Description The objective of the IPB Sales Support Analyst is to handle escalations from the IPB U.S. Branches, IPB franchise offices located outside the U.S. and the Sales Teams. The goal is to advise, resolve and provide solutions for the IPB U.S. Branches, franchise offices or Sales Teams keeping the client, bank processes, procedures, and regulatory guidelines in mind at all times.
Key Responsibilities One-Step-Resolution: ensure that incoming requests from the IPB U.S. Branches, IPB franchise offices located outside the U.S, and Sales Team are prioritized and managed according to established policies and procedures, business and regulatory and any and all exceptions follow established guidelines.
Follow up on all escalations through completion.
Channel all applicable transaction requests and complaints to the appropriate areas within Operations and Customer Care.
Collaborate with various operational units to ensure timely resolution of pending items.
Support special projects or requests as needed, including team presentations or metrics support.
Leading weekly calls with the sales office located across the U.S. and South America to assess service needs, training needs, and process clarification.
Assist with daily MIS reports.
Challenge the status quo; identify, propose and implement new initiatives as needed by proposing solutions that will better the client experience.
Analyze metrics on top escalations.
Report trends of escalations to Senior Management and promote changes to address a reduction in escalations by implementing process changes, system enhancements, or further training as needed.
Complete training material to address gaps in processes, system navigation as well as procedures.
Present material to team members and Sales Team as needed.
Maintain training material to ensure material is kept up to date.
Manage projects and other activities as required by management.
Qualifications Knowledge/Experience
Knowledge of IPB products, services and operational procedures.
Knowledge of basic data base modeling.
Knowledge of IPB processing and non-processing systems (Global Rainbow/CitiSmart/CWS, Exceller, Rainbow Servicing Manager (RSM), STaRs/PEGA, Document Management System (DMS), CitiDocs, OneSource, CBOL).
Skills Ability to use Microsoft tool suite (Word, Access, PowerPoint), advanced use of MS Excel.
Compentencies
Strong decision making skills.
Strong organizational skills and detailed oriented. (Organization/ Prioritization Abilities/ Multi-tasking).
Excellent verbal/written communication skills (positive feedback, active listening, resolving breakdowns).
Excellent interpersonal skills.
Ability to multi-tasking in a fast paced environment.
Willing self-learner and proactive.
Problem solver - Takes the initiative to resolve the problem, understand root cause and work on permanent solutions.
Proactively involved to follow-up process until its completion.
Strong customer service orientation (customer service experience with internal/external clients a plus).
Bi-lingual: English and Spanish (Portuguese is a plus)
Positive attitude, strong analytical skills and leadership influence, change promoters
Analytical skills (Assessment/ Decision Making/ Problem Solving)
Flexibility/ Orientation to Change
Qualification Bachelor's Degree or equivalent experience required
