Branch Banking Leader

1 week ago

San Diego, California, United States Citibank Full time

Position Overview: The Branch Banking Leader is tasked with delivering outstanding service to both internal and external clients while collaborating effectively with the branch team. The primary goal is to proficiently manage all service transactions (such as deposits, payments, address modifications, card replacements, and dispute resolutions) and sales activities (including account openings and credit card referrals) to enhance client relationships.

Key Responsibilities:

  • Demonstrate exceptional sales and service abilities, showcasing products and services while proactively guiding clients on utilizing available access channels (e.g., ATM, Online, Mobile).
  • Serve as a subject matter expert for the branch, adapting to coverage needs as required.
  • Continuously acquire knowledge of new and existing products through sales resources, embodying a positive attitude and a customer-first culture.
  • Deliver exemplary service to resolve account-related issues and address customer inquiries efficiently.
  • Maintain a comprehensive understanding of client accounts and banking relationships, exercising sound judgment in customer interactions.
  • Engage with clients actively on the branch floor to identify and meet their sales and service needs, converting service requests into sales or referrals as appropriate.
  • Approach and assist clients in the branch lobby, demonstrating expertise in digital capabilities and assessing their financial needs.
  • 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 the appropriate partners as necessary, leveraging technology for consultations with specialists.
  • Take ownership of client issues, ensuring prompt and effective resolution to guarantee complete client satisfaction.
  • Recognize client transaction needs, directing them to self-service options and providing assistance as needed.
  • Educate clients on self-service capabilities, encouraging the use of digital service channels.
  • Ensure all follow-up actions are completed or delegated appropriately, collaborating harmoniously with team members.
  • Welcome clients warmly, using their names whenever possible, and express gratitude for their business.
  • Execute financial transactions in compliance with bank policies while maintaining accurate daily drawer balances.
  • Listen attentively to clients, assisting with any inquiries or concerns they may have.
  • Ensure all client needs are addressed before concluding transactions, valuing their time without rushing.
  • Show initiative and empathy, proactively addressing client issues while supporting fellow tellers.
  • Create a welcoming and friendly atmosphere for customers and employees by fostering teamwork within the branch.
  • Effectively manage all service transactions and sales referral routines to strengthen client relationships.
  • Adhere to Citibank policies and operational controls to ensure the safety and security of customer and bank assets.
  • Manage cash supply for branch operations based on business demand, including handling cash shipments and maintaining vault cash.
  • Exhibit strong leadership skills and the ability to motivate team members.
  • Promote and participate in branch incentive programs aligned with Citibank's business objectives.
  • Provide guidance and support to peers, assisting with work assignments and technical queries.
  • Offer feedback to management on enhancing sales processes and service delivery.
  • Coach colleagues on digital capabilities, transaction processes, and prioritization to streamline sales and service efforts.
  • Resolve 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: Retail experience.

Education: High School diploma or equivalent.

Job Family Group: Customer Service

Job Family: Branch Service

Time Type: Full time

Compensation: Competitive salary and benefits package available.

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.

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