Citigroup Correspondent Pricing, Programs and Website Support Agent in O'Fallon, Missouri
This position is part of the Correspondent Sales group and responsible for providing client support as well as completion of several critical tasks for the channel. The overall objective of this role is to provide, on a day-to-day basis, a best in class client experience and support tasks in alignment with the Citi Correspondent Lending infrastructure and processes.
This position is considered a level of sales and has an impact on both individual transactions as well as the overall client relationship. Candidates must have a high level understanding of the mortgage originations business; understanding the Correspondent client's needs is critical in order to effectively manage client expectations. Having a strong aptitude for multitasking is essential, as it will often be requested of this position to assist Sales, Operations and other business partners on a wide range of initiatives.
Resolve customer inquiries and supervise escalated issues, providing and efficient and effective customer experience to Citi’s clients
Complete assigned tasks according to procedure within established Service Level Agreement.
As front line client resources, identify and communicate to management issues impacting client experience, productivity, quality, availability, etc.
Facilitate training based on needs of staff within the department
Assist with ad hoc projects
Resolve complex problems based on best practice/precedence, escalating as needed
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 and/or procedure, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Prior experience in a mortgage originations role highly desired (processing, sales support, etc.). Knowledge of the mortgage originations process is a must.
Proficient in Microsoft Office— specifically Outlook, Word and Excel
Ability to work unsupervised and apply critical thinking and problem solving skills to provide appropriate solutions
Strong written and verbal communication skills
- High School diploma or equivalent
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Responds to current and prospective Correspondent client inquiries, providing accurate and thorough information regarding external website and reference tools, product/program guidelines, processes and basic pricing knowledge.
Maintains up to date knowledge of reference tools, recent communications and process to ensure quality of responses provided.
Documents all client interactions with appropriate level of detail.
Completes assigned tasks related to internal and external customer support within established Service Level Agreements.
Supports inbound call desk / email box for Correspondent Lender questions regarding product eligibility, pricing and general loan portal inquiries
Processes CRA pipeline scrubs to support Mandatory Bid customers
Escalations of Missing Critical Document Outreach
Data management and support for Prospect tracking
Ad Hoc reporting and projects
Support for client communications as needed
Hours: Mon-Fri 9:00a.m. to 6:00p.m.
Job Family Group:
Operations - Core
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Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.