Citi Capital Commercial Business Group Work Values

Daily Duties at Citi Capital Commercial Business Group:

Reported directly to EVP, Global Delinquency Management Operations. Managed all aspects of 400+ seat multi-site inbound/outbound call centers; responsible for servicing $7.2B commercial leasing portfolio, including collection, cash application, reconciliation and loan administration functions. • P&L responsibility for $32MM; managed 4 direct reports and 4 indirect reports with 450+ employees. • Clients included Minolta Business Systems, Konica, Pacific Business Systems, and the City of New York. • Developed MIS inventory, drawing from multiple data sources to track production, delinquency, and roll rates from which monthly performance goals were established. • Through operational improvements and major account specialization, improved CSAT scores by 21% (from 72% to 93%). • Implemented predictive auto dialer technology and Enterprise Call Management (ECM), increasing daily blended calls-per-agent processed by 66% (from 60 to 100 per agent). • Created quality-driven agent compensation incentive plan, achieving attrition of less than 2% year-over-year. • Improved site-level quality scores from 72% to 88% through call monitoring and quality metrics. • Delivered total service business proposition and private label servicing to major account customers in B2B and B2C model. • Created inbound call strategies (including agent group specialization for major account private labels, and direct-to-consumer routing), reducing abandoned call rates by 9% points (from 14% to under 5%), improving service levels by 18% (from 76% to 90%). • Implemented operating improvements (intelligent call routing and agent blending improving inbound/outbound call effectiveness), contributing to reducing delinquency by 200 basis points. • Improved efficiency through enterprise-level call management, reducing operating costs by $1.3MM. • Completed global delinquency management operations standardization project in UK and France. • Consolidated/integrated 23+ small centers through acquisitions into two 1,000+-seat growth call centers.

What they like about Citi Capital Commercial Business Group:

The social vibrance of a hiring firm is very important to you. Your ability to make and maintain friendships there is a critical part of your decision. You would likely be dissatisfied with a workplace that is quiet, cold, or otherwise not particularly social. When you investigate a new hiring company, ask recruiters, managers, and potential co-workers about the social life and opportunities there. This is especially important when you are relocating; moving dramatically alters your social sphere both inside and outside the workplace.

Tags

Call Center, Medicare, Health insurance, Consumer Finance, Collection, Government

Skills

P&L responsibilities, Presentation, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Technology Solutions, Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership , Call Center Technolgy, Account management

These are some of the questions we asked our climbers about their experiences with Citi Capital Commercial Business Group: