The Telesales Analyst 1 is a trainee professional role. Requires a good knowledge of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based.
Good understanding of how the team interacts with others in accomplishing the objectives of the area. Makes evaluative judgements based on the analysis of factual information.
They are expected to resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks / services provided.
Impact of the job holder is restricted to own job.
Manage sales and deliver performance via telecommunications with customers
Contact customers with needs via call and provide the best financial solution
Introduce competitive products and financial services to enhnace customer's engagement with the bank
Provide consultations and sell products so as to meet customer's financial needs
Seek client acquisition in collaboration with Internet and mobile channels to expand new customer base
Provide excellent customer service to maintain customer relationship and improve customer satisfaction
Provide differentiated customer services and enhance market position
Conduct inbound or outbound non-face-to-face consultation services and sales activities regarding loan products
Achieve monthly goals by providing consultation on automatic / general extension to customers via non-face-to-face interactions
Improve productivity via cross-selling and referral of loan products and maintain / manage customers via anti-attrition program
Maintain / manage secured loan(mortgage etc.) customers via retention activities
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.
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 with an emphasis on MS Excel
Preventive efforts to manage customer complaints
Bachelor’s / University degree or equivalent experience
This is for a C09 / Officer level.
Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - PH
Time Type : Full time
Citi is an equal opportunity and affirmative action employer.
Minority / Female / Veteran / Individuals with Disabilities / Sexual Orientation / Gender Identity.
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