Head Universal Banker

4 weeks ago

Los Angeles, California, United States Citigroup Inc Full time
Job Summary

The Head Universal Banker is a key role in providing exceptional service delivery to internal and external customers in coordination with the Branch team. This position is responsible for executing all service transactions and sales referral routines to deepen client relationships.

Key Responsibilities
  • Exhibit strong sales and service skills, presenting products and services while educating clients on utilizing available access channels.
  • Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs.
  • Continuously learn new and existing products through sales aids, demonstrating a positive, can-do attitude and customer-first culture.
  • Provide exceptional service delivery to resolve account service issues and respond to customer inquiries promptly and effectively.
  • Be knowledgeable about clients' accounts and business with the bank, using sound judgment with customers and transactions.
  • Energetically greet and interact with clients on the bank floor to proactively identify and address client sales and service needs.
  • Approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify financial needs.
  • Use various marketing tools and digital technology to present product offers and financial solutions to existing and potential clients.
  • Connect clients to relevant partners as necessary and take ownership of clients' problems to resolve issues promptly and effectively.
  • Recognize transaction needs of clients, direct them to alternative self-service channels, and provide assistance as needed.
  • Educate clients on self-service capabilities and encourage use of digital service channels.
  • Exercise ownership and ensure all follow-up items are complete or handled off to the appropriate individual(s).
  • Engage the Citi client by welcoming them with a warm, friendly smile, pleasant demeanor, and thanking them for doing business with Citi.
  • Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing.
  • Listen carefully to clients and willingly assist with any questions or problems they have.
  • Make sure all needs are met before concluding the transaction, making the client feel their time is being valued without being rushed.
  • Show initiative, empathy, and proactively prevent and handle problems with clients while assisting other tellers as well.
  • Create a warm, welcoming, and friendly environment for customers and employees by fostering teamwork in the branch to ensure a positive overall customer experience.
  • Effectively execute all service transactions and sales referral routines to deepen client relationships.
  • Adhere to and comply with Citibank policies, standards, operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.
  • Manage the supply of cash for branch needs based on business demand, including managing incoming/outgoing cash shipments and maintaining vault cash.
  • Have good leadership skills and the ability to motivate others.
  • Actively promote and participate in branch incentive programs by promoting and participating in sales and service programs consistent with Citigroup's business plan goals.
  • Provide working leadership and guidance to peer Concierge or Tellers through assignment of work and technical guidance, when needed.
  • Assist and provide coverage for leadership team with leading by example.
  • Provide feedback to management on ways to enhance sales processes and service delivery.
  • Provide coaching and education to other Concierge or Tellers regarding digital capabilities, transaction processes, and priorities.
  • Resolve complex client issues or needs and connect with relevant specialists or senior leaders as needed.
Qualifications
  • 1-3 years of relevant experience.
  • Required skills: experience with face-to-face customer service, digital engagement, and basic sales/referrals.
  • Open, client-service-oriented, and a desire to help customers is required.
  • Sales experience is desired.
  • Excellent verbal and written communication skills.
  • Analytical and problem-solving skills.
  • Basic computer and digital tools skills.
  • Preferred skills: retail experience.
Education

High School diploma or equivalent.

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