Branch Universal Banking Leader

2 weeks ago

Bethesda, Maryland, United States Citigroup Inc Full time

The Branch Universal Banking Leader plays a pivotal role in delivering outstanding service to both internal and external clients, working closely with the branch team. The primary goal is to proficiently manage all service transactions (such as deposits, payments, address modifications, card replacements, disputes, etc.) and sales activities (including account openings and credit card referrals) to enhance client relationships.

Key Responsibilities:

  • Demonstrates exceptional sales and service capabilities, showcasing products and services while proactively guiding clients on utilizing available access channels (e.g., ATM, Online, Mobile, etc.).
  • Serves as a branch subject matter expert, adapting to coverage needs as required.
  • Continuously acquires knowledge of new and existing products through sales resources (features, benefits, fees, etc.), maintaining a positive attitude and a customer-first approach.
  • Delivers exceptional service to resolve account issues and promptly address customer inquiries.
  • Possesses in-depth knowledge of client accounts and banking relationships, exercising sound judgment in customer 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 as appropriate.
  • Approaches and interacts with clients in the lobby to demonstrate expertise in digital services and assess their financial needs, which may require standing for a significant portion of the workday.
  • 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 relevant partners as necessary (e.g., leveraging video conferencing for financial advisors, mortgage specialists, etc.).
  • Takes full ownership of client issues, ensuring prompt and effective resolution to guarantee complete client satisfaction.
  • Recognizes client transaction needs, directing them to alternative self-service channels and providing assistance as required.
  • Educates clients on self-service options and encourages the use of digital service channels (e.g., Online, Mobile, ATM, etc.).
  • Ensures all follow-up actions are completed or delegated appropriately, collaborating effectively with team members.
  • Welcomes clients warmly, using their names when possible, and expresses gratitude for their business.
  • Executes financial transactions in compliance with bank policies while maintaining accurate daily drawer balancing.
  • Listens attentively to clients, assisting with any questions or concerns they may have.
  • Ensures all client needs are addressed before concluding transactions, making clients feel valued without feeling rushed.
  • Exhibits initiative and empathy, proactively addressing client issues while supporting fellow tellers.
  • 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 routines to strengthen client relationships.
  • Adheres to Citibank policies and operational controls, ensuring the safety and security of customer and bank assets.
  • May involve managing cash supply for branch operations based on demand, including handling cash shipments and maintaining vault cash.
  • Demonstrates strong leadership skills and the ability to motivate team members.
  • Actively participates in branch incentive programs, aligning with Citi's business objectives.
  • Provides guidance and support to peers, assisting with work assignments and technical issues as needed.
  • Offers feedback to management on improving sales processes and service delivery.
  • Coaches colleagues on digital capabilities, transaction processes, and prioritization to streamline sales and service efforts.
  • Addresses complex client issues, connecting with 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: Experience in retail environments.
Education:
  • High School diploma or equivalent.
Job Family Group:
Customer Service

Job Family:
Branch Service

Time Type:
Full time

Primary Location:
Bethesda, Maryland, United States

Compensation:
$47,000 - $61,990.00

Citi offers competitive employee benefits, including medical, dental, and vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Additionally, Citi provides paid time off packages, including vacation, sick leave, and paid holidays. For more information regarding Citi employee benefits, please visit our website.

Citi is an equal opportunity and affirmative action employer, ensuring qualified applicants receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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