Citigroup Sales Support and Execution Analyst in O'Fallon, Missouri
The Process Analyst provides support and guidance for improving and sustaining Procedures, MCAs, Controls and Training Content for Mortgage Originations Fulfillment & Sales. Leveraging creative strategies, reducing risk and fostering partnerships by being the liaison for multiple groups throughout the mortgage and bank organization. Subject Matter Expert as work-stream owner for overall process flow.
Holistic work-stream ownership for any/all system changes required to support the design and functionality of Salesforce, Loan FX and Empower. This includes expertise of system configurations to drive streamlined processes and workflows, reduce risk and aid in LEAN methodology concepts. Responsible for designing and submitting the request, then partnering with multiple lines of business to ensure successful implementation
Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
Facilitates the transition of systems, product & process development to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements and corrective actions for risk issues, identified for the business.
Acts as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients.
Manages on a daily basis the investigation of a product, policy and procedure queries raised by team members.
Liaises with key stakeholders to implement new procedures or clarify any misinterpretation as required.
Regularly undertakes a review of processes, process maps, policies and procedures to identify process gaps and recommend process updates/ policy & procedure revisions associated with Project Management and Business Compliance.
Has the ability to operate with a limited level of direct supervision.
Acts as SME to senior stakeholders and /or other team members.
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, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
5-8 years of mortgage sales or sales support experience
Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations.
Working knowledge of Salesforce, Loan FX, and Empower Systems.
Basic process mapping and procedure writing skills.
Knowledge of HR policies and procedures.
Knowledge of Call Center industry.
Previous customer service management experience within a call center setting.
Tertiary qualifications desirable.
Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail
- Bachelor’s/University degree or equivalent experience
Job Family Group:
Project and Program Management
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Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.