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Branch Banking Leader

2 months ago

Bethesda, Maryland, United States Citigroup Inc Full time

The Branch Banking Leader is tasked with delivering outstanding service to both internal and external clients while collaborating with the branch team. The primary goal is to efficiently manage all service transactions (such as deposits, payments, address modifications, card replacements, disputes, etc.) and sales (including account openings, credit card applications, etc.) to enhance client relationships.

Key Responsibilities:

  • Demonstrates exceptional sales and service capabilities, effectively presenting products and services while proactively guiding clients on how to utilize available access channels (e.g., ATM, Online, Mobile, etc.).
  • Serves as a subject matter expert for the branch, adapting to coverage needs as required.
  • Continuously acquires knowledge of new and existing products through sales materials (features, benefits, fees, etc.), showcasing a positive attitude and a customer-first mindset.
  • Delivers exceptional service to resolve account-related issues and promptly addresses customer inquiries.
  • Possesses in-depth knowledge of clients' accounts and their banking relationship, exercising sound judgment in customer interactions.
  • Proactively engages with clients on the branch floor to identify and fulfill their sales and service needs, converting service requests into sales or referrals.
  • Approaches and engages clients in the branch lobby to demonstrate expertise in digital capabilities and assess their financial needs, which may require standing for a significant portion of the workday.
  • Utilizes various marketing tools and digital technologies available in the branch to present product offerings and financial solutions to both existing and prospective clients (e.g., sales wall, tablets, smartphones, etc.).
  • Connects clients with the appropriate partners as necessary (e.g., leveraging video conferencing for financial advisors, mortgage specialists, etc.).
  • Takes full ownership of client issues, ensuring prompt and effective resolution to guarantee complete client satisfaction.
  • Recognizes clients' transaction needs, directing them to alternative self-service channels and providing assistance as needed.
  • Educates clients on self-service options and encourages the use of digital service channels (e.g., Online, Mobile, ATM, etc.).
  • Ensures all follow-up actions are completed or appropriately delegated, collaborating effectively with team members.
  • Welcomes clients with a friendly demeanor, using their names whenever possible, and expresses gratitude for their business.
  • Executes financial transactions in compliance with bank policies and procedures while maintaining accurate daily drawer balancing.
  • Listens attentively to clients, assisting with any inquiries or issues they may have.
  • Ensures all client needs are addressed before concluding transactions, making clients feel valued without rushing them.
  • Exhibits initiative and empathy, proactively resolving client issues while supporting fellow tellers.
  • Creates a warm and inviting atmosphere for customers and employees, fostering teamwork to enhance the overall customer experience.
  • Effectively manages all service transactions and sales referral routines to strengthen client relationships.
  • Adheres to Citibank policies, standards, and operational controls, including legal and regulatory procedures, to ensure the safety and security of customer and bank assets.
  • May involve managing cash supply for branch operations based on business demand, as well as overseeing cash shipments and maintaining vault cash.
  • Exhibits strong leadership skills and the ability to motivate team members.
  • Actively promotes and participates in branch incentive programs aligned with Citigroup's business objectives.
  • Provides guidance and support to peers through work assignments and technical assistance as needed.
  • Offers coverage for the leadership team by leading by example.
  • Provides constructive feedback to management on enhancing sales processes and service delivery.
  • Coaches and educates other team members on digital capabilities, transaction processes, and priorities, focusing on client problem resolution and effective use of digital technologies.
  • Addresses complex client issues or needs, connecting with relevant specialists or senior leaders as necessary.
Qualifications:
  • 1-3 years of relevant experience.
  • Required Skills:
    • Experience in face-to-face customer service, digital engagement, and basic sales/referrals.
    • Client service orientation and a genuine desire to assist customers.
    • Sales experience is preferred.
    • Excellent verbal and written communication skills.
    • Strong analytical and problem-solving abilities.
    • Basic proficiency in computer and digital tools.
  • Preferred Skills: Experience in retail banking.
Education:
  • High School diploma or equivalent.
Job Family Group:
Customer Service

Job Family:
Branch Service

Time Type:
Full time

Primary Location:
Bethesda, Maryland, United States

Compensation:
$47,000 - $61,990.00

Citi offers competitive employee benefits, including medical, dental, and vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Additionally, Citi provides paid time off packages, including vacation, sick leave, and paid holidays. For more information regarding Citi employee benefits, please visit the official website.

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.