About Citicorp Services India Pvt Ltd

Citi, the leading global bank, serves more than 200 million customer accounts and does business in more than 160 countries and jurisdictions.The Company offers commercial vehicle and construction equipment lending, trade advance, loan against securities, and consumer loan services.

Job Description

Role: Phone Banking Officer (Voice Process)

CTC: 200000 – 400000 P.A.

Experience: 0-5 Years 

Location: Mumbai, Maharashtra, IN

Roles and Responsibilities :

Rendering services to Citibank customers and ensuring satisfactory, first-time resolution is provided for all customer queries

• Be the best for our customers
• Ensure process efficiency
• Cross-sell / upsell set products

Desired Candidate Profile :

• Be the best for our customers by

– Displaying complete onus to customers queries / problems

– Delivering service with requisite courtesy and accuracy

– Adhering to product and process requirements, with nil errors

– Escalating customer issues to the right internal stakeholders

– Effectively resolving customer complaints at the first instance, with excellent customer satisfaction scores

• Ensure process efficiency and effectiveness by

– Complying to service and sales guidelines

– Achieving Call Quality targets

– Resolving customer queries at the first instance of contact, with minimum call handling time

• Cross-sell / upsell set products like

– Loans and mortgages

– Priority / elite accounts

Individual Contributor

• Customer satisfaction
• Query resolution at the first instance
• Minimum call handling time
• Sale of set products

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