Branch Banking Leader

2 weeks ago


California, Missouri, United States Citi Full time


El Líder de Banca Universal es responsable de ofrecer un servicio excepcional a nuestros clientes internos y externos en coordinación con el equipo de la sucursal.

El objetivo general es ejecutar de manera efectiva todas las transacciones de servicio (por ejemplo,

depósitos, pagos, cambios de dirección, pedidos de tarjetas de reemplazo, disputas, etc.) y las rutinas de ventas (incluyendo la apertura de cuentas, tarjetas de crédito, etc.) para profundizar las relaciones con los clientes.


Responsabilidades:
Demostrar habilidades sólidas de ventas y servicio, presentando productos y servicios mientras se educa proactivamente a los clientes sobre los canales de acceso disponibles (por ejemplo: cajero automático, en línea, móvil, etc.)
Actuar como experto en la sucursal y permanecer flexible en la posición según las necesidades de cobertura de la sucursal.

Aprender continuamente sobre nuevos y existentes productos a través de ayudas de ventas (características, beneficios, tarifas, etc.), demostrando una actitud positiva y una cultura centrada en el cliente.

Proporcionar un servicio excepcional a nuestros clientes internos y externos para resolver problemas de servicio de cuentas y responder a consultas de clientes de manera rápida y efectiva.

Conocer a fondo las cuentas de los clientes y su relación con el banco, utilizando un juicio sólido en las interacciones con los clientes y las transacciones.

Interactuar enérgicamente con los clientes en el área de la sucursal para identificar y abordar proactivamente las necesidades de ventas y servicio; convertir adecuadamente las solicitudes de servicio en ventas o referencias.

Se requiere acercarse y comprometerse con los clientes en el vestíbulo de la sucursal para demostrar experiencia en capacidades digitales e identificar las necesidades financieras de los clientes.

Puede requerir estar de pie el 60-70% del día laboral.
Capacidad para utilizar diversas herramientas de marketing y tecnología digital disponibles en la sucursal para presentar ofertas de productos y soluciones financieras a clientes existentes y potenciales (por ejemplo, muro de ventas, tabletas, teléfonos inteligentes, estaciones de trabajo, iPads, etc.)
Conectar a los clientes con los socios apropiados según sea necesario (por ejemplo, aprovechar videoconferencias para especialistas en inversiones, hipotecas, etc.)

Asumir la plena responsabilidad de los problemas de los clientes para resolver quejas o problemas de manera rápida y efectiva, asegurando la completa satisfacción del cliente con la resolución.

Reconocer las necesidades de transacción de los clientes, dirigirlos a los canales de autoservicio alternativos y proporcionar asistencia con el autoservicio según sea necesario.
Educar a los clientes sobre las capacidades de autoservicio y fomentar el uso de canales de servicio digital (por ejemplo, en línea, móvil, cajero automático, unidad de asistencia al cajero, si corresponde, etc.)

Ejercer propiedad y asegurar que todos los elementos de seguimiento estén completos o se manejen con el individuo(s) apropiado(s) y trabajar en armonía con múltiples miembros del equipo.

Recibir a los clientes de Citi con una sonrisa cálida y amigable, un comportamiento agradable, utilizando el nombre del cliente siempre que sea posible, y agradeciéndoles por hacer negocios con Citi.

Ejecutar transacciones financieras de acuerdo con las políticas y procedimientos del banco, manteniendo un registro aceptable en el balance diario de la caja.
Escuchar atentamente al cliente y ayudar con cualquier pregunta o problema que tenga.

Asegurarse de que todas las necesidades estén satisfechas antes de concluir la transacción, haciendo que el cliente sienta que su tiempo es valorado sin ser apresurado.

Mostrar iniciativa, empatía y prevenir proactivamente problemas con los clientes mientras se asiste a otros cajeros también.

Crear un ambiente cálido, acogedor y amigable para los clientes y empleados fomentando el trabajo en equipo en la sucursal para asegurar una experiencia general positiva para el cliente.

Ejecutar de manera efectiva todas las transacciones de servicio (por ejemplo,

depósitos, pagos, cambios de dirección, pedidos de tarjetas de reemplazo, disputas, etc.) y las rutinas de ventas (incluyendo la apertura de cuentas, tarjetas de crédito, etc.) para profundizar las relaciones con los clientes.

Adherirse y cumplir con las políticas, estándares y controles operativos de Citibank, incluyendo procedimientos legales, corporativos y regulatorios para garantizar la seguridad de los activos del cliente y del banco.

Las funciones pueden incluir la gestión del suministro de efectivo para las necesidades de la sucursal según la demanda del negocio, además de gestionar envíos de efectivo entrantes/salientes/mantener el efectivo de la bóveda, incluyendo la compra y venta de efectivo con los cajeros y cajeros automáticos, según sea necesario (incluyendo competencia en el uso del sistema NBS de cajero y reciclador de efectivo para ayudar a los clientes).

Buenas habilidades de liderazgo y la capacidad de motivar a otros.

Promover y participar activamente en programas de incentivos de la sucursal promoviendo y participando en programas de ventas y servicio consistentes con los objetivos del plan de negocios de Citi.

Proporcionar liderazgo y orientación a los cajeros o conserjes a través de la asignación de trabajo y orientación técnica, cuando sea necesario.
Asistir y proporcionar cobertura para el equipo de liderazgo liderando con el ejemplo.
Proporcionar retroalimentación a la gerencia sobre formas de mejorar los procesos de ventas y la entrega de servicios.

Proporcionar capacitación y educación a otros conserjes o cajeros sobre capacidades digitales, procesos de transacción y prioridades, incluyendo un proceso de ventas y servicio simplificado, enfoque digital primero, enfoque en la resolución de problemas del cliente y utilización efectiva de tecnologías digitales.

Resolver problemas o necesidades complejas de los clientes; conectar con especialistas relevantes o líderes senior según sea necesario.

Calificaciones:
1-3 años de experiencia relevante.

Habilidades Requeridas:
Experiencia en servicio al cliente cara a cara, compromiso digital y ventas/búsquedas básicas.
Orientación abierta al servicio al cliente y deseo de ayudar a los clientes es requerido.
Experiencia en ventas deseada.
Excelentes habilidades de comunicación verbal y escrita.
Habilidades analíticas y de resolución de problemas.
Habilidades básicas en herramientas digitales y computacionales.

Habilidades Preferidas:
Experiencia en retail.

Educación:
Diploma de secundaria o equivalente.

Grupo Familiar de Trabajo:
Servicio al Cliente

Familia de Trabajo:
Servicio de Sucursal

Tipo de Tiempo:
Tiempo completo

Ubicación Principal:
San Rafael California Estados Unidos

Rango Salarial Principal a Tiempo Completo:
$50, $65,270.00
Además del salario, las ofertas de Citi pueden incluir, para empleados elegibles, premios de incentivo y retención discrecionales y formulaicos.

Citi ofrece beneficios competitivos para empleados, incluyendo:
cobertura médica, dental y de visión; 401(k); seguro de vida, accidente y discapacidad; y programas de bienestar.

Citi también ofrece paquetes de tiempo libre pagado, incluyendo tiempo libre planificado (vacaciones), tiempo libre no planificado (licencia por enfermedad) y días festivos pagados.

Para obtener información adicional sobre los beneficios para empleados de Citi, visite. Las ofertas disponibles pueden variar según la jurisdicción, el nivel de trabajo y la fecha de contratación.


Citi es un empleador que ofrece igualdad de oportunidades y acción afirmativa.

Los solicitantes calificados recibirán consideración sin importar su raza, color, religión, sexo, orientación sexual, identidad de género, origen nacional, discapacidad o estatus como veterano protegido.

Citigroup Inc. y sus subsidiarias ("Citi") invitan a todos los solicitantes calificados interesados a postularse para oportunidades laborales.

Si usted es una persona con discapacidad y necesita una adaptación razonable para utilizar nuestras herramientas de búsqueda y/o postularse para una oportunidad laboral, revise la accesibilidad en Citi.



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