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Client Relationship Specialist

2 months ago

Coral Gables, Florida, United States Citigroup Inc Full time

The Client Relationship Specialist plays a vital role in delivering outstanding service to both internal and external clients in collaboration with the Branch team. The primary goal is to efficiently manage all service transactions (such as deposits, payments, address modifications, card replacements, disputes, etc.) and sales activities (including account openings, credit card applications, etc.) to enhance client relationships.

**Key Responsibilities:**

+ Demonstrates exceptional sales and service abilities, showcasing products and services while proactively guiding clients on utilizing available access channels (e.g., ATM, Online, Mobile, etc.).

+ Serves as a knowledgeable resource for the branch and remains adaptable to meet branch coverage requirements.

+ Continuously acquires knowledge of new and existing products through sales tools (features, benefits, fees, etc.), exhibiting a positive attitude and a customer-first mindset.

+ Provides outstanding service to internal and external clients, addressing account service issues and responding to inquiries in a timely and effective manner.

+ Maintains a comprehensive understanding of client accounts and banking relationships, exercising sound judgment in customer interactions and transactions.

+ Actively engages with clients on the bank floor to identify and address their sales and service needs, converting service requests into sales or referrals when appropriate.

+ Required to approach and assist clients in the branch lobby, demonstrating expertise in digital capabilities and identifying their financial needs. This 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 (e.g., sales wall, tablets, smartphones, etc.).

+ Connects clients with the appropriate partners as needed (e.g., leveraging video conferencing for financial advisors, mortgage specialists, etc.).

+ Takes full responsibility for resolving client complaints and issues promptly to ensure complete client satisfaction.

+ Recognizes clients' transaction needs, directing them to alternative self-service channels and providing assistance as necessary.

+ Educates clients on self-service options and encourages the use of digital service channels (e.g., Online, Mobile, ATM, etc.).

+ Exercises ownership of follow-up items, ensuring they are completed or appropriately delegated, while 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 and procedures, maintaining a strong record in 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 feeling rushed.

+ Demonstrates initiative and empathy, proactively addressing and resolving client issues while supporting fellow tellers.

+ Fosters a warm, welcoming environment for both customers and employees, promoting teamwork within the branch to enhance the overall customer experience.

+ Effectively executes all service transactions and sales referral routines to strengthen client relationships.

+ Adheres to Citigroup policies, standards, and operational controls, including legal and regulatory procedures, to safeguard customer and bank assets.

**Qualifications:**

+ 1-3 years of relevant experience.

+ Required Skills:

+ Experience in face-to-face customer service, digital engagement, and basic sales/referrals.

+ A client-focused 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: Retail experience.

**Education:**

+ High School diploma or equivalent.

**Job Family Group:**

Customer Service

**Job Family:**

Branch Service

**Time Type:**

Part-time

**Compensation:**

Competitive salary and benefits package, including medical, dental, and vision coverage; 401(k); life, accident, and disability insurance; and wellness programs.

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