Universal Banker

The Universal Banker is a key role within Citigroup Inc., responsible for delivering exceptional customer service and sales expertise to internal and external clients. This position requires a strong sales and service orientation, with the ability to effectively execute all service transactions and sales referral routines to deepen client relationships.

• Exhibit strong sales and service skills, presenting products and services while educating clients on utilizing available access channels.
• Act as a subject matter expert for the branch, remaining 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 internal and external customers, resolving account service issues and responding 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, proactively identifying and addressing client sales and service needs.
• Approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify financial needs.
• Use various marketing tools and digital technology to present product offers and financial solutions to existing and potential clients.
• Connect clients to appropriate partners as necessary, leveraging video conference for FA, mortgage specialist, etc.
• Take full ownership of clients' problems, resolving complaints/issues promptly and effectively to ensure complete client satisfaction.
• 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), working 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, 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.

• 1-3 years of relevant experience.
• Required Skills:
  • Experience with face-to-face customer service, digital engagement, and basic sales/referrals.
  • Open, client service orientation, and 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.

High School diploma or equivalent.