About the position
The Universal Banker is responsible for providing exceptional service delivery to our internal and external customers in coordination with the Branch team. The overall objective is to effectively execute all service transactions (e.g. deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) referral routines to deepen client relationships. This role requires a strong focus on customer service and sales, ensuring that clients receive the best possible experience while also meeting their financial needs. In this position, the Universal Banker will exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels such as ATMs, online banking, and mobile applications. The banker will act as a subject matter expert for the branch and must remain flexible based on branch coverage needs. Continuous learning about new and existing products is essential, as is demonstrating a positive, can-do attitude and a customer-first culture. The Universal Banker will provide exceptional service delivery to resolve account service issues and respond to customer inquiries promptly and effectively. Knowledge of the client's accounts and business with the bank is crucial, as is the ability to use sound judgment with customers and transactions. The banker will energetically greet and interact with clients on the bank floor to proactively identify and address client sales and service needs, converting service requests into sales or referrals as appropriate. This role may require standing for 60-70% of the workday and involves using various marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients. Additionally, the Universal Banker will connect clients to the appropriate partners as necessary, take full ownership of client problems to ensure complete satisfaction with resolutions, and educate clients on self-service capabilities while encouraging the use of digital service channels. The banker will also ensure all follow-up items are complete and work harmoniously with multiple team members to create a warm, welcoming, and friendly environment for customers and employees, fostering teamwork in the branch to ensure a positive overall customer experience. Adherence to Citibank policies, standards, and operational controls is essential to ensure the safety and security of customer and bank assets.
Responsibilities
- Exhibit strong sales and service skills, presenting products and services while educating clients on available access channels.
- Act as a subject matter expert for the branch and remain flexible based on branch coverage needs.
- Continuously learn new and existing products through sales aids and demonstrate a positive, customer-first culture.
- Provide exceptional service delivery to resolve account service issues and respond to customer inquiries promptly.
- Engage with clients on the bank floor to identify and address client sales and service needs, converting service requests into sales or referrals.
- Approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify financial needs.
- Use marketing tools and digital technology to present product offers and financial solutions to clients.
- Connect clients to appropriate partners as necessary, leveraging video conferencing for specialists.
- Take full ownership of client problems to resolve complaints promptly and effectively.
- Educate clients on self-service capabilities and encourage the use of digital service channels.
- Ensure all follow-up items are complete and work harmoniously with team members.
- Create a warm, welcoming environment for customers and employees by fostering teamwork in the branch.
Requirements
- 1-3 years relevant experience in customer service and sales.
- Experience with face-to-face customer service and digital engagement.
- Open, client service orientation and desire to help customers.
- Sales experience is desired.
- Excellent verbal and written communication skills.
- Analytical and problem-solving skills.
- Basic computer and digital tools skills.
Nice-to-haves
- Retail experience.
Benefits
- Medical, dental & vision coverage
- 401(k)
- Life, accident, and disability insurance
- Wellness programs
- Paid time off packages including vacation, sick leave, and paid holidays.
