Video Kyc Banker

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)
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- **Job Family Group**: Customer Service
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- **Job Family**: Service & Sales
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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.

View the " EEO is the Law " poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting