Customer Service Representative

3 weeks ago

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

The Concierge is responsible for delivering exceptional service to internal and external customers in collaboration with the Branch team. The primary objective is to effectively execute all service transactions and sales referral routines to deepen client relationships.

Key Responsibilities:
  • Exhibit strong sales and service skills, presenting products and services while educating clients on 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 attitude and customer-first culture.
  • Provide exceptional service delivery 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 appropriate partners as necessary, leveraging video conference for FA, mortgage specialist, etc.
  • Take 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 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, 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.
Qualifications:
  • 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; 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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