Branch Operations Leader

2 weeks ago

Huntington Beach, California, United States Citigroup Inc Full time

The Branch Operations Leader plays a crucial role in delivering outstanding service to both internal and external clients in collaboration with the branch team. The primary goal is to proficiently manage all service transactions (such as deposits, payments, address modifications, card replacements, and disputes) and sales activities (including account openings and credit card referrals) to enhance client relationships.

Key Responsibilities:

  • Demonstrates exceptional sales and service capabilities, showcasing products and services while proactively guiding clients on utilizing available access channels (e.g., ATM, Online, Mobile).
  • Serves as a subject matter expert for the branch, adapting to coverage needs as required.
  • Continuously acquires knowledge of new and existing products through sales resources, maintaining a positive attitude and a customer-first approach.
  • Delivers outstanding service to resolve account issues and respond to inquiries in a timely and effective manner.
  • Possesses in-depth knowledge of clients' accounts and banking relationships, exercising sound judgment in customer interactions.
  • Proactively engages with clients on the branch floor to identify and address their sales and service needs, converting service requests into sales or referrals as appropriate.
  • Required to approach and engage clients in the branch lobby, demonstrating expertise in digital capabilities and identifying clients' financial needs, which may involve standing for a significant portion of the workday.
  • Utilizes various marketing tools and digital technologies available in the branch to present product offerings and financial solutions to both existing and prospective clients.
  • Connects clients with the appropriate partners as necessary, leveraging video conferencing for specialists when needed.
  • Takes full ownership of client issues, ensuring prompt and effective resolution to guarantee complete client satisfaction.
  • Recognizes clients' transaction needs, directing them to alternative self-service channels and providing assistance as required.
  • Educates clients on self-service options and encourages the use of digital service channels.
  • Ensures all follow-up items are completed or appropriately delegated, collaborating effectively with team members.
  • Welcomes clients warmly, using their names whenever possible, and expresses gratitude for their business.
  • Executes financial transactions in accordance with bank policies while maintaining accurate daily drawer balancing.
  • Listens attentively to clients, assisting with any questions or concerns they may have.
  • Ensures all client needs are addressed before concluding transactions, making clients feel valued without rushing them.
  • Demonstrates initiative and empathy, proactively addressing client issues while supporting fellow tellers.
  • Creates a friendly and welcoming atmosphere for customers and employees, fostering teamwork to enhance the overall customer experience.
  • Effectively manages all service transactions and sales referral routines to strengthen client relationships.
  • Adheres to Citibank policies and operational controls, ensuring the safety and security of customer and bank assets.
  • May involve managing cash supply for branch needs based on business demand, including handling cash shipments and maintaining vault cash.
  • Exhibits strong leadership skills and the ability to motivate team members.
  • Actively participates in branch incentive programs, promoting sales and service initiatives aligned with business goals.
  • Provides guidance and support to peers through work assignments and technical assistance as needed.
  • Offers feedback to management on enhancing sales processes and service delivery.
  • Provides coaching on digital capabilities and transaction processes to fellow team members, focusing on client problem resolution and effective use of digital technologies.
  • Addresses complex client issues, connecting with relevant specialists or senior leaders as necessary.
Qualifications:
  • 1-3 years of relevant experience.
  • Required Skills:
    • Experience in face-to-face customer service, digital engagement, and basic sales/referrals.
    • Client service orientation and a genuine 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.
Education:
  • High School diploma or equivalent.
Job Family Group:
Customer Service

Job Family:
Branch Service

Time Type:
Full time

Primary Location:
Huntington Beach, California, United States

Compensation:
$47,000 - $61,990.00

Citi offers competitive employee benefits, including medical, dental, and vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Additional offerings may vary by jurisdiction, job level, and date of hire.

Citi is an equal opportunity and affirmative action employer, ensuring qualified applicants receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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