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Head Universal Banker

1 month ago

Brooklyn, New York, United States Citigroup Inc Full time
Job Title: Head Universal Banker

The Head Universal Banker is a key role within Citigroup Inc, responsible for delivering exceptional customer service and sales expertise to internal and external clients. This position requires a strong understanding of banking products and services, as well as excellent communication and interpersonal skills.

Key Responsibilities:
  • Provide exceptional customer service and sales expertise to internal and external clients
  • Exhibit strong sales and service skills, presenting products and services while proactively 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 internal and external customers 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, leveraging video conference for FA, mortgage specialist, etc.
  • Take full ownership of clients' problems to resolve client complaints/issues promptly and effectively
  • Recognize transaction needs of clients, direct them to alternative self-service channels, and provide assistance with self-service 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, using the client name, whenever possible, 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 the client and willingly assist with any questions or problems the client has
  • 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/maintaining vault cash, buying and selling cash with branch Tellers and ATMs, as needed
  • 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, connecting 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 desire to help customers
    • Sales experience 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