Client Relationship Specialist
2 weeks ago
Position Overview:
The Universal Banker plays a vital role in delivering outstanding service to both internal and external clients, collaborating closely with the Branch team. The primary goal is to efficiently manage all service transactions (such as deposits, payments, address modifications, card replacements, and dispute resolutions) and sales activities (including account openings and credit card applications) to enhance client relationships.
Key Responsibilities:
- Demonstrate exceptional sales and service abilities, effectively presenting products and services while educating clients on available access channels (e.g., ATM, Online, Mobile).
- Serve as a knowledgeable resource for the branch, adapting to coverage needs as required.
- Continuously update knowledge of new and existing products through sales materials, showcasing a positive attitude and commitment to customer satisfaction.
- Deliver outstanding service to resolve account-related issues and respond to customer inquiries in a timely manner.
- Maintain a comprehensive understanding of clients' accounts and banking relationships, exercising sound judgment in all interactions.
- Proactively engage with clients on the branch floor to identify and address their sales and service needs, converting service requests into sales or referrals.
- Approach clients in the lobby to showcase expertise in digital banking capabilities and assess their financial needs, which may involve standing for extended periods.
- Utilize various marketing tools and digital technologies available in the branch to present product offerings and financial solutions to current and prospective clients.
- Connect clients with appropriate partners as necessary, leveraging video conferencing for specialists when needed.
- Take ownership of client issues, ensuring prompt and effective resolution to guarantee complete client satisfaction.
- Recognize clients' transaction needs, guiding them to alternative self-service options and providing assistance as required.
- Educate clients on self-service functionalities and encourage the use of digital service channels.
- Ensure all follow-up tasks are completed or delegated appropriately, collaborating effectively with team members.
- Welcome clients warmly, using their names when possible, and express gratitude for their business.
- Execute financial transactions in compliance with bank policies while maintaining accurate daily drawer balancing.
- Listen attentively to clients, assisting with any inquiries or concerns they may have.
- Ensure all client needs are addressed before concluding transactions, making clients feel valued and unhurried.
- Exhibit initiative and empathy, proactively addressing client issues while supporting fellow tellers.
- Foster a friendly and welcoming environment for both customers and employees, promoting teamwork within the branch to enhance the overall customer experience.
- Effectively manage all service transactions and sales referral routines to strengthen client relationships.
- Adhere to Citigroup policies and operational controls, ensuring the safety and security of customer and bank assets.
- 1-3 years of relevant experience.
- Required Skills:
- Experience in face-to-face customer service, digital engagement, and basic sales/referrals.
- Client-focused service orientation with a strong 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 environments.
- High School diploma or equivalent.
Job Family: Branch Service
Time Type: Part time
Compensation: Competitive salary and benefits package available.
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