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The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

Sales Support Representative - C05

Job Req ID 21323705 Primary Location Mumbai, India Job Category Consumer Sales
Travel  0% of the time
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Job Description for NR Service Relationship Manager

Role and Responsibilities:

Objectives:

  • Handle service queries of NRI customers effectively and deliver superior customer satisfaction
  • Manage multiple NRI processes
  • Meet and exceed the productivity and closure ratio benchmark

Core Responsibilities:

  • Service the affluent pammed NR Clients, and ensure customer requirements are met as per expectations
  • Manage various daily critical process such as contacting customers for High Value Transaction, Purpose of remittance and Fund Transfers etc.
  • Working closely with other departments to ensure that customer instructions are executed correctly and in a timely manner.
  • Supporting branch improvement initiatives, providing customer feedback of our service and product offering and ensuring compliance with audit requirements and quality assurance.
  • Driving market leading standards for conduct and controls in line with bank values and expectations.
  • Nil Defects (100% adherence to product and process).

Day-to-Day Responsibilities:

  • Ensure total customer satisfaction by resolving their respective service queries within defined timelines
  • Monitor service levels periodically and enhance them to meet customer expectations
  • Transaction processing as per defined process and guidelines.
  • Displaying complete onus to the customers query/problems.
  • Improving customer experience by collating customer feedback, identifying areas to improve such as operational, administrative, processes and competitiveness of products and services.
  • Keep accurate records and document customer service actions and discussions.
  • Maintain an orderly workflow according to priorities.

Skills Required:

  • Strong interpersonal skills and an ability to build rapport with customers.
  • Passionate towards serving clients.
  • Strong communication skills – Verbal and Written.
  • Team Player.
  • Enthusiastic and positive attitude.
  • Hardworking with a strong work ethic.
  • Excellent knowledge of management methods and techniques.
  • Customer oriented and able to capture customer financial needs.

Financial/Budgetary: Not Applicable

Individual Contributor (IC)/Managerial: IC

Key Deliverables:

  • Servicing off-shore NRI clients by managing customer expectations and delivering superior customer service

Percentage of Travel:  0% of the time

Relocation: Yes

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Job Family Group:

Consumer Sales

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Job Family:

Consumer Sales Support

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Time Type:

Full time

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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.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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