Video Kyc Banker

2 weeks ago

Mumbai, India Citi Full time

The Service and Sales Specialist is an entry level position responsible for responding to service inquiries through inbound telephone and mail communications in coordination with the Customer Service team. The overall objective of this role is to provide resolution to client inquiries while identifying cross sell opportunities.

**Responsibilities**:

- Provide customer service to existing clients, including first contact resolution, answering inquiries, addressing concerns, resolving complaints, and providing training assistance
- Participate in engagement campaigns to potential and existing clients to increase growth opportunities
- Analyze disbursement reports and assist providers with account reconciliation
- Assist dealers with processing transactions via Point of Sale (POS) Terminals, website, Interactive Voice Response (IVR), and VeriFone
- Order, replace, and track provider enrollment kits and marketing information
- Retrieve, update, and store provider data in all appropriate systems
- Place outbound welcome, marketing, and sales calls to new, potential, and existing providers, as well as schedule training sessions
- Update information for change of address and bank info changes and perform department assistance functions as assigned by management
- Assist in reviewing all setups and Merchant Non-Monetary transactions, create new merchant setups in Sales Assist, VeriFone, and Web, and provide merchant specialty reporting
- Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.

**Qualifications**:

- 2-4 years of relevant experience
- Experience within customer service, call center, or retail preferred
- Experience with relationship building with internal and external customers
- Retrieve, update, and store provider data in all appropriate systems

**Education**:

- High School diploma or equivalent

Ensure Customer service excellence by adhering to professional conduct, attire & query handling to complete Video KYC requests

Roles & Responsibilities:
Display end to end process adherence in execution of Video KYC sessions

Ensure professional conduct and client handling in completion of Video KYC sessions

Deliver service with requisite Courtesy and Accuracy

Nil Defects (100% adherence to process requests)

Ensure Nil Customer complaints & timely resolution of SLS

Escalate / Highlight customer Problem Incidences to supervisors

Adherence to Service and Sales Compliance

Ensuring Process Efficiency by achieving set targets on quality parameters

Ensure tight controls and timely completion of trainings

Passion for delivering best in the Industry Client experience and excellence

Be an ambassador for the bank by being part of a visual touch point for clients

**Skills required**:
1.Excellent Written & Oral Communication

2.Passions towards Service

3.Enthusiastic and Self Motivated

4.Ability to work in a dynamic environment

5.Good Comprehension Skills

6.Team player with a positive attitude

7.Willingness to work on alternate Saturdays and Sundays. (including Shifts)
- **Job Family Group**:
Customer Service
- **Job Family**:
Service & Sales
- **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.

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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