Job description

Wealth Mortgage Client Care Officer

Are you a client-focused professional with a passion for exceptional service and a strong understanding of mortgage products?
Citibank is seeking a dedicated Wealth Mortgage Client Care Officer to join our team. This role is crucial for providing outstanding support to existing mortgage clients, handling inquiries via a dedicated hotline, resolving issues, and actively driving client retention to enhance client loyalty and overall banking relationships. If you excel at building relationships over the phone, problem-solving, ensuring clients feel valued, and achieving performance goals, we invite you to contribute your expertise to our client care and retention efforts.

Role Overview:

The Wealth Mortgage Client Care Officer serves as the primary contact for existing mortgage clients, managing inbound inquiries and proactive outreach for retention. This officer delivers accurate information, resolves service and account issues, and deepens client relationships through superior service and comprehensive mortgage knowledge. They collaborate closely with Client Advisors to integrate mortgage solutions into broader financial strategies, deepening the overall client banking relationship without engaging in non-mortgage financial advisory.

Key Responsibilities:

• Client Retention & Proactive Engagement:
  • Actively engage in outbound calls to existing mortgage clients to understand evolving needs, mitigate attrition risks, and drive client retention.
  • Achieve or exceed established client retention goals by effectively articulating value propositions and customizing solutions to individual client circumstances.
  • Proactively identify and cultivate opportunities for wealth-related referrals and deepen the overall client banking relationship through collaboration with Client Advisors.
  • Build and nurture strong, lasting relationships with existing mortgage clients through consistent, high-quality service and proactive communication, aiming to solidify their overall banking relationship with Citi.
• Client Service & Support:
  • Serve as the primary point of contact for existing mortgage clients, handling inbound inquiries and service requests received through the Mortgage hotline.
  • Provide accurate, comprehensive, and empathetic support regarding mortgage accounts, loan details, payment queries, escrow information, and general mortgage product features.
  • Efficiently resolve client issues, complaints, and concerns, escalating complex matters to appropriate internal teams when necessary and ensuring timely follow-up until resolution.
  • Educate clients on self-service options and digital tools available for managing their mortgage accounts.
• Product Knowledge & Advisory:
  • Maintain a deep and up-to-date understanding of Citi's mortgage product offerings, policies, procedures, and regulatory requirements.
  • Provide clear and concise explanations of mortgage terms, conditions, and processes to clients.
  • Possess a foundational understanding of Citi's wealth management products and services to effectively facilitate warm handovers.
• Operational Excellence & Compliance:
  • Accurately document all client interactions, engagement activities, and referrals within the system.
  • Adhere strictly to all internal policies, procedures, and regulatory guidelines, including those related to data privacy and consumer protection.
  • Appropriately assess risk when handling client interactions, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.

Qualifications:

• Bachelor’s degree/University degree or equivalent experience.
• Minimum of 2-3 years of experience in a client-facing role within financial services, with a proven track record in mortgage servicing, call center operations, client retention, or a similar environment with performance metrics.
• Solid understanding of mortgage products, servicing processes, and regulatory requirements.
• Demonstrated ability to identify opportunities and deepen the overall client banking relationship with Citi through expert mortgage solutions.
• Exceptional verbal communication and active listening skills, with the ability to convey complex information clearly and empathetically over the phone, while also demonstrating effective communication and relationship-building techniques.
• Proven problem-solving skills and the ability to de-escalate difficult client situations.
• Strong interpersonal and relationship-building skills, with a focus on fostering long-term client loyalty.
• Proficient computer skills and ability to navigate multiple systems simultaneously, including CRM tools.
• Demonstrated commitment to client satisfaction, ethical conduct, and achieving performance goals.

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