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Client Relationship Specialist

2 months ago

Miami, United States Citigroup Inc Full time

Position Overview:
The Universal Banker plays a pivotal role in delivering outstanding service to both internal and external clients, collaborating closely with the branch team. The primary goal is to efficiently manage all service transactions (such as deposits, payments, address modifications, card replacements, and dispute resolutions) and sales activities (including account openings and credit card referrals) to enhance client relationships.

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 knowledgeable resource for the branch, adapting to coverage needs as required.
  • Continuously acquire knowledge of new and existing products, utilizing sales aids to maintain a positive, customer-first attitude.
  • Deliver exceptional service to resolve account issues and promptly address customer inquiries.
  • Possess a thorough understanding of client accounts and utilize sound judgment in customer interactions.
  • 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 a significant portion of the workday.
  • Utilize various marketing tools and digital technologies available in the branch to present product offerings and financial solutions.
  • Connect clients with appropriate partners as necessary, leveraging video conferencing for specialists in various fields.
  • Take 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 actions are completed 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 accuracy in daily drawer balancing.
  • Listen attentively to clients, assisting with any questions or concerns they may have.
  • Ensure all client needs are addressed before concluding transactions, valuing their time without rushing.
  • Show initiative and empathy, proactively addressing client issues while supporting fellow tellers.
  • Create a friendly and welcoming atmosphere for customers and staff, fostering 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 to ensure 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.
    • Strong verbal and written communication skills.
    • 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: Part time
Compensation: Competitive salary and benefits package available for eligible employees.