Customer Service Representative

2 weeks ago

Boca Raton, Florida, United States Citigroup Inc Full time
Job Summary

We are seeking a highly skilled and customer-focused Universal Banker to join our team at Citigroup Inc. As a Universal Banker, you will be responsible for providing exceptional service delivery to our internal and external customers, ensuring that their needs are met promptly and efficiently.

Key Responsibilities
  • 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 our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively.
  • Be knowledgeable about the client's 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, appropriately converting service requests into sales or referrals.
  • 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.
  • Connect clients to the appropriate 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 to ensure complete client satisfaction with resolution.
  • 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.
  • Exercises ownership and ensures all follow-up items are complete or handled off to the appropriate individual(s) and work harmoniously with multiple team members.
  • 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.
  • Executes financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing.
  • Listens 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.
  • 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 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.
Requirements
  • 1-3 years relevant experience
  • Required Skills:
    • Experience with face-to-face customer service, digital engagement, and basic sales/referrals
    • Open, client service orientation, and desire to help customers is required
    • 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

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