Client Relationship Specialist

2 weeks ago

North Miami Beach, Florida, United States Citigroup Inc Full time

The Client Relationship Specialist plays a crucial role in delivering outstanding service to both internal and external clients, working 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 to execute sales referral processes to enhance client relationships.

Key Responsibilities:

  • Demonstrates strong sales acumen and service capabilities, showcasing products and services while proactively guiding clients on utilizing available access channels (e.g., ATM, Online, Mobile).
  • Serves as a knowledgeable resource for the branch, adapting to coverage needs as required.
  • Continuously updates knowledge of new and existing products through sales tools, embodying a positive attitude and a customer-first approach.
  • Delivers exceptional service to resolve account-related issues and addresses customer inquiries in a timely and effective manner.
  • Possesses in-depth knowledge of clients' accounts and transactions, exercising sound judgment in all 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 when appropriate.
  • Approaches and interacts with clients in the branch lobby to demonstrate expertise in digital services and assess their financial needs, which may involve standing for extended periods.
  • 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 specialists as necessary (e.g., leveraging video conferencing for financial advisors or mortgage specialists).
  • Takes full responsibility for resolving client complaints and issues promptly to ensure complete satisfaction.
  • Recognizes clients' transaction needs, directing them to alternative self-service channels and providing assistance as needed.
  • Educates clients on self-service options and encourages the use of digital service channels.
  • Ensures all follow-up tasks are completed or appropriately delegated, collaborating effectively with team members.
  • Welcomes clients warmly, using their names whenever possible, and expresses gratitude for their business.
  • Processes financial transactions in accordance with established policies and procedures, maintaining accurate daily drawer balances.
  • Listens attentively to clients, assisting with any questions or concerns they may have.
  • Ensures all client needs are addressed before concluding transactions, valuing their time without rushing.
  • Exhibits initiative and empathy, proactively preventing and resolving issues while supporting fellow team members.
  • Creates a friendly and welcoming atmosphere for both 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 Citigroup policies and operational controls, ensuring compliance with legal and regulatory standards 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.
    • Client-focused 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 with computers and digital tools.
  • Preferred Skills: Experience in retail environments.
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 available for eligible employees.

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