Customer Service Representative

6 days ago

New Canaan, Connecticut, United States 00002 Citibank, N.A. Full time

Job Summary:

The Customer Service Representative will provide exceptional service delivery to internal and external customers in coordination with the Branch team. The overall objective is to effectively execute all service transactions and sales referral routines to deepen client relationships.

Responsibilities:

  • Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels.
  • Acts as a subject matter expert for the branch and remains flexible in position based on branch coverage needs.
  • Continuously learns new and existing products through sales aids, demonstrating a positive, can-do attitude and customer-first culture.
  • Provides exceptional service delivery to internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively.
  • Is knowledgeable about the client's accounts and business with the bank and uses sound judgment with customers and transactions.
  • Energetically greets and interacts with clients on the bank floor to proactively identify and address client sales and service needs.
  • Required to approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and to identify the financial needs of the clients.
  • Ability to use various marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients.
  • Connects clients to the appropriate partners as necessary, leveraging video conference for FA, mortgage specialist, etc.
  • Takes full ownership of clients' problems to resolve client complaints/issues promptly and effectively to ensure complete client satisfaction with resolution.
  • Recognizes transaction needs of clients, directs them to alternative self-service channels, and provides assistance with self-service as needed.
  • Educates clients on self-service capabilities and encourages use of digital service channels.
  • Exercises ownership and ensures all follow-up items are complete or handled off to the appropriate individual(s) and works harmoniously with multiple team members.
  • Engages the Citi client by welcoming them with a warm, friendly smile, pleasant demeanor, using the client name, whenever possible, and thanking them for doing business with Citi.
  • Executes financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing.
  • Lists carefully to the client and willingly assists with any questions or problems the client has.
  • Makes sure all needs are met before concluding the transaction, making the client feel their time is being valued without being rushed.
  • Shows initiative, empathy, and proactively prevents and handles problems with clients while assisting other tellers as well.
  • Creates a warm, welcoming, and friendly environment for customers and employees by fostering teamwork in the branch to ensure a positive overall customer experience.
  • Effectively executes all service transactions and sales referral routines to deepen client relationships.
  • Adheres to and complies with Citibank policies, standards, operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.

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