Banamex Analista de Capacitación y Reportería | Estrategia Comercial C05

The Telesales Representative performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives. Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function. Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity. Basic knowledge of the organization, the business and its policies required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence. Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.

Responsibilities:

• Maintain and increase relationship balances, cross-sell additional banking products, partner with team to refer potential investment referrals, acquire new clients.
• Deliver an excellent client experience by supporting clients’ service requests.
• Perform periodic reviews and updates of clients’ profiles.
• Understand client needs matching them with the appropriate set of products and services.
• Responsible for managing a book of business comprised of clients residing in multiple countries, across different time zones.
• Clearly articulate business’s value proposition, matching clients with the correct set of products and services.
• Directly responsible for providing timely responses to client service requests, received via telephone or email. Channel such client service requests to the appropriate service and or back-office team(s).
• Meet or exceed goals by increasing and retaining deposits, and by cross selling additional banking products. Also responsible for supporting client requests for credit cards.
• Respond to client requests for investment products, referring clients to partners if requested.
• Accountable for identifying prospective clients interested in becoming new clients.
• Fully responsible for Know-Your-Customer (KYC) activities, specifically addressing periodic reviews of customer profiles and partnering with Citi’s Anti-Money Laundering (AML) and Compliance departments to ensure risks are properly assessed and managed. Responsible for completing these AML alerts with the highest levels of quality, and to complete such alerts within specific time frames set by the business.
• Enter all data necessary to update KYC profiles based on interviews with their clients.
• Responsible for remediating any valid errors and/or observations identified during quality reviews of their cases and following the appropriate dispute process for any disputed errors. Participate in any corrective action that requires their engagement.
• Fully responsible for knowing and understanding all AML risks associated with client relationships under their management. Accountable for recommending or agreeing in certain cases if relationships are to be exited.
• Responsible for updating client KYC Profiles at any time during the client life cycle whenever a member’s information changes.
• Responsible for executing specific client contact campaigns as defined by Sales Management.
• Responsible for proactively contacting clients to identify needs and deepen relationships.
• Complete all required trainings pertaining to the function on a timely manner.
• 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.

Qualifications:

• 2-4 years experience in Sales or Customer Service.
• Experience within financial services (banking, insurance, investments).
• Basic understanding of Know-Your-Customer and AML concepts applicable to the Financial Services industry.
• Demonstrated influencing and sales skills.
• 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 Tele-sales manner
• Preventive efforts to manage customer complaints
• Proactive attitude

Education:

• High School diploma or equivalent

Responsabilidades:

• Apoya directamente a Dirección, miembros de Staff y, en general, apoya a todo un departamento.
• Gestiona el calendario diario de dirección
• Coordina todos los aspectos de las citas, reuniones, recepciones y llamadas de conferencia de los directivos de nivel ejecutivo
• Puede preparar y revisar materiales y correspondencia para reuniones
• Ayuda en la creación y modificación de presentaciones, hojas de cálculo y otros documentos diversos
• Coordina los arreglos de viaje; preparar y distribuir horarios/agendas para los viajes
• Prepara, concilia y gestiona los informes de gastos a través del sistema.
• Ordena suministros y procesa facturas a través del sistema Procure to Pay
• Creación de Base de datos para enviar información a las diferentes áreas de negocio
• Elaboración y análisis de reportes sobre Cobertura y Rotación del Canal, así como la implementación de estrategias que mejoren los indicadores.

Cualificaciones:

• Experiencia previa en administración de oficinas, preferiblemente dentro de una organización de servicios financieros grande y compleja o similar
• Generación de reportes en Excel y en Power Point
• Implementación de estrategias de mejora de indicadores.
• Gestionar con mánagers de ventas a nivel gerencia y subdirección
• Muy competente en Microsoft Office
• Demuestra de forma constante habilidades de comunicación escrita y verbal claras y concisas
• Capacidad demostrada para tomar rápidamente el mando de nuevos sistemas
• Automotivado y detallista
• Funciones del puesto y principales tareas:

Análisis de información

Reportería Ejecutiva para dirección

Apoyo en compras en P2P de diferentes materiales

Seguimiento a agendas y sesiones de Dirección

Generación de reportes de Cobertura y Rotación, así como su análisis para la implementación de estrategias de mejora.

• Requisitos indispensables:

Licenciatura en áreas administrativas, Puede ser en curso, en proceso de titulación o concluida.

1 año de experiencia en manejo de reportería e implementación de cursos y estrategias de mejora; conocimiento intermedio de Microsoft Office (principalmente Excel).

• Requisitos deseables

Registro de Agendas

Minutas

Redacción de Comunicados

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Job Family Group:

Consumer Sales

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Job Family:

Telesales

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

 

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