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Sales Concierge and Support Specialist

Locations: Irving, Texas, O'Fallon, Missouri Job Function: Operations - Core Employee Status: Regular Job ID: 20218229

Who we are looking for: 

As a Concierge Support Specialist, you will be a dedicated team member focused on executing on our on-demand sales support deliverables.  You are here to help your fellow employees, and possibly clients or prospects, and deliver service excellence.  Your daily responsibilities include interacting with your sales partners/clients and resolving support requests received via three main support arteries - Phone Queue, Email, and Chat.  Job Requirements:

• 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

• 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 and prospects 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


• Minimum 2 years Mortgage Lending experience.
• Understanding of the mortgage business and 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
• Banking experience a plus
• Expertise of general lending products and services and overall mortgage industry
• 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, 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.    As part of this registration process, you must be fingerprinted unless you have fingerprints are on file with NMLS Registry that are less than 3 years old.    This position further requires that you maintain and renew that registration on an annual basis, update registration information with the Registry on a timely basis, and provide your unique identifier to consumers as required by applicable SAFE Act regulations and Citi policies and procedures.

Schedule Full-time hours must be flexible to work from 7:00am thru 9:00pm CT, Saturdays 9:00am thru 6:00pm CT (Saturdays Rotate)


Job Family Group:

Operations - Core


Job Family:

Operations Support


Time Type:

Full time


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.

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View the EEO Policy Statement.

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