Universal Banker

6 days ago

Los Altos, California, United States Citigroup Inc Full time
Job Summary

We are seeking a highly skilled and customer-focused Universal Banker to join our team at Citigroup Inc. in Los Altos, California. As a Universal Banker, you will be responsible for providing exceptional service delivery to our internal and external customers, executing all service transactions, and sales referral routines to deepen client relationships.

Key Responsibilities
  • Exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing 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, can-do attitude and customer-first culture.
  • Provide exceptional service delivery to our internal and external customers 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, appropriately converting service requests into sales or referrals.
  • Approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify the financial needs of clients.
  • Use various marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients.
  • Connect clients to the appropriate partners as necessary, leveraging video conference for FA, mortgage specialist, etc.
  • Take full ownership of clients' problems to resolve client complaints/issues promptly and effectively to ensure complete client satisfaction with resolution.
  • Recognize transaction needs of clients, direct them to alternative self-service channels, and provide assistance with self-service 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) and work harmoniously with multiple team members.
  • Engage the Citi client by welcoming them with a warm, friendly smile, pleasant demeanor, using the client name, whenever possible, 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.
  • Adhere to and comply with Citibank policies, standards, operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.
Requirements
  • 1-3 years of relevant experience.
  • Required Skills:
    • Experience with face-to-face customer service, digital engagement, and basic sales/referrals.
    • Open, client-service-oriented, and a desire to help customers.
    • Sales experience desired.
    • 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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