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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:


  • 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


Job Family Group:

Consumer Sales


Job Family:

Consumer Sales Support


Time Type:

Full time


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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.

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