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Citigroup Inc Irving, United StatesMortgage Client Advocacy is a robust sales support and client advocacy team with various roles and responsibilities contributing to the overall effectiveness mortgage sales. · The Team focuses on the following main objectives. · • Client Experience and Escalations (Clients) · • O ...
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Citigroup Inc Irving, United StatesMortgage Client Advocacy is a robust sales support and client advocacy team with various roles and responsibilities contributing to the overall effectiveness mortgage sales. · The Team focuses on the following main objectives. · Client Experience and Escalations (Clients) · On ...
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Citigroup Inc Irving, United StatesMortgage Client Advocacy is a robust sales support and client advocacy team with various roles and responsibilities contributing to the overall effectiveness mortgage sales. · The Team focuses on the following main objectives. · •Client Experience and Escalations (Clients) · • ...
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Mortgage Client Advocacy Support Specialist SAFE Act - Irving, United States - Citigroup Inc
Description
Mortgage Client Advocacy is a robust sales support and client advocacy team with various roles and responsibilities contributing to the overall effectiveness mortgage sales.
The Team focuses on the following main objectives.
Client Experience and Escalations (Clients)
Onboarding (Sales)
On-Demand Support (Sales & Clients)
Service Excellence (Sales & Clients)
Business Readiness (Sales)
Who we are looking for: You will be a dedicated team member focused on executing our sales coaching, skills development and client experience deliverables. You will help your fellow employees, and/or clients by ensuring an excellent experience. Your primary daily responsibilities will include interacting with clients and sales partners providing on demand support. You will work to resolve client issues and improve the client experience. Requests received via three main support lines - Phone Queue, Email, and Chat. While not required experience in Mortgage Sales, and/or Client Escalations, Customer service is preferred.
**Responsibilities** :
Mortgage Sales - Subject Matter Expert (SME) requiring complex system, policy & procedure proficiency for mortgage originations
Tasked with multiple responsibilities throughout each day that includes resolving support requests received via telephone, email, or internal messaging.
Guide, consult, coach, and provide accurate and timely information to Mortgage Sales employees; including procedures and guidelines questions, systems navigation, policy questions, and remote assistance
Ability to quickly review client/prospect financial situations; this includes collecting and analyzing information about the customer's financial situation, financial and personal objectives, tolerance for risk and change, plans for the future, income, assets, debts, cash flow, and credit history
Assist and provide service to Clients who are in the Citi loan application process, including customer service situations
Offer IT support/triage; escalate trouble tickets as necessary
All aspect of the job will contain various systems to operate in and for accurate reporting and tracking of your daily production
Work on special projects as requested
**Qualifications** :
Minimum 2 years Mortgage Lending experience
Previous sales or customer service experience required
Understanding of the mortgage business and/or call center environment is required
Requires clear and courteous communication skills with both internal and external customers, including verbal and written
Expertise of general lending products and services and overall mortgage industry
Retail Banking experience preferred
Knowledge of the laws and regulations that govern consumer lending, including fair lending, privacy, and RESPA
Ability to work as part of a team
Strong relationship development and management skills
Superior customer service skills
Process oriented, and results driven
This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry ("Registry") and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and Citi policies and procedures.
**Schedule: Must be flexible to work 9:00AM to 6:00PM Central and 12:00PM to 9:00PM Central, as well as rotating Saturdays, based on business needs.**
This is a full-time, hybrid position.
**Job Family Group:**
Customer Service
**Job Family:**
Escalation
**Time Type:**
Full time
**Primary Location:**
Irving Texas United States
**Primary Location Full Time Salary Range:**
$45, $59,610.00
In addition to salary, Citis offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit Available offerings may vary by jurisdiction, job level, and date of hire.
**Anticipated Posting Close Date:**
May 14, 2024
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 )
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.