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Citigroup Sales Concierge - Sales Support Associate (Safe Act) in O'Fallon, Missouri

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

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

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

o Maintain Call Agendas and attendee logs

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

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

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

o Collaborate with management on Agendas

• Onboarding Site Specific Support

o 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

o 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


• 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. As part of this registration process, you must be fingerprinted unless you have fingerprints are on file with NMLS Registry that are less than 3 years old. This position further requires that you maintain and renew that registration on an annual basis, update registration information with the Registry on a timely basis, and provide your unique identifier to consumers as required by applicable SAFE Act regulations and Citi policies and procedures.

Job Family Group:

Consumer Sales

Job Family:

Consumer Sales Support

Time Type:

Full time

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.