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Customer Engagement Associate

2 months ago

Miami Beach, Florida, United States Citi Full time

Position Overview: The Universal Banker plays a crucial role in delivering outstanding service to both internal and external clients while collaborating with the Branch team. The primary goal is to efficiently manage all service transactions, such as deposits, payments, and account modifications, as well as sales activities, including account openings and credit card referrals, to enhance client relationships.

Bilingual Requirement: Proficiency in Spanish is essential.

Key Responsibilities:

  • Demonstrate exceptional sales and service capabilities, effectively presenting products and services while educating clients on available access channels (e.g., ATM, Online, Mobile).
  • Serve as a subject matter expert within the branch, adapting to coverage needs as required.
  • Continuously acquire knowledge of new and existing products through sales resources, maintaining a positive attitude and a customer-first approach.
  • Deliver exceptional service to resolve account-related issues and respond to customer inquiries in a timely manner.
  • Maintain comprehensive knowledge of clients' accounts and banking relationships, exercising sound judgment in all transactions.
  • Proactively engage with clients on the bank floor to identify and address their sales and service needs, converting service requests into sales or referrals.
  • Approach clients in the branch lobby to showcase digital capabilities and assess their financial needs, which may involve standing for extended periods.
  • 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 appropriate partners as necessary, leveraging video conferencing for specialists in various fields.
  • Take full ownership of client issues, ensuring prompt and effective resolution to guarantee complete client satisfaction.
  • Recognize clients' transaction needs, guiding them to alternative self-service channels and providing assistance as needed.
  • Educate clients on self-service options and encourage the use of digital service channels.
  • Ensure all follow-up items are addressed or delegated appropriately, collaborating effectively 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, maintaining accurate daily drawer balancing.
  • Listen attentively to clients, assisting with any questions or concerns they may have.
  • Ensure all client needs are met before concluding transactions, valuing their time without rushing.
  • Show initiative and empathy, proactively addressing client issues while supporting fellow tellers.
  • Foster a warm and inviting environment for both customers and employees, promoting teamwork to enhance the overall customer experience.
  • Effectively manage all service transactions and sales referral routines to strengthen client relationships.
  • Adhere to Citibank policies and operational controls, ensuring the safety and security of 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 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: Part-time

Compensation: Salary will be prorated for part-time hires based on hours worked, with competitive employee benefits including medical, dental, and vision coverage, 401(k), and wellness programs.

Equal Opportunity Employer: Citi is committed to diversity and inclusion, providing equal opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.