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Head of Sales Support and Client Experience

Job Req ID 22484536 Primary Location O'Fallon, Missouri; New York, New York; Irving, Texas; California; Florida; Illinois; New York; Texas Job Category Consumer Sales
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Retail Mortgage Sales is part of the Mortgage Organization within Citi’s U.S Personal Banking, Retail Banking Group.

The Head of Sales Support and Client Experience is a senior management level position responsible for accomplishing results through the management of a team and department in an effort to provide a full range of sales support activities in coordination with the Retail Mortgage Sales team and the overall Mortgage Organization.

The overall objective of this role is to drive the seamless delivery of support services to the Direct to Consumer and Distributed Retail loan sales teams and client segments within Retail Mortgage Sales.


·Design and implement common treatments across entire network to deliver a positive client experience as well as develop long range sales and operational plans targeting clients

·Work with sales management, marketing, and national sales to enhance client experience and develop marketing and sales campaigns to increase customer acquisition, including driving top of funnel leads

·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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

·Lead partnerships and collaboration across the firm, working in cooperation with strategic business partners, including our Retail Banking and Wealth teams; and guide direct report team in building strong and productive relationships

·Develop sales practices and protocols for customer base as well as partner with leadership to drive sales

·Partner with other lines of business to acquire and deepen primary client relationships as well as deliver important strategic initiatives

·Utilize knowledge of business, products, and services to identify and implement revenue generating initiatives

·Build and deliver effective Realtor, Builder, and other referral source strategies

·Identify and explore potential opportunities and problem areas in client service delivery, including platform, operational, and control processes to ensure the effective delivery of the value proposition

·Lead multiple cross-functional initiatives at any given time to meet business objectives

·Create a culture of partnership and teamwork across organizational boundaries with a focus on optimizing business results and encourage the overall growth of the franchise

·Drive ongoing enhancements and development of the sales program including technology enhancements to sales operations/systems, partnership with the digital teams to represent the needs of the client, service support team enhancements, and marketing


·15+ years of relevant experience with at least 5+ years of managerial experience

·Extensive knowledge of retail mortgage sales channels

·Experience in retail banking, wealth management, or direct partnerships thereof

·Extensive knowledge of banking and financial services industry

·Extensive knowledge of sales and service processes

·Demonstrated leadership influence, collaboration, and people management skills

·Proactive leadership and motivational skills

·Demonstrated risk acumen


·Bachelor’s degree/University degree or equivalent experience

·Master’s degree preferred


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.

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

View the EEO Policy Statement.

View the Pay Transparency Posting


Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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