Citigroup Head Concierge Banker - Stapleton Branch in Staten Island, New York
The Head Concierge 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.
Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (ex: ATM, Online, Mobile, etc.)
Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs.
Continuously learns new and existing products through sales aids (features, benefits, fees, etc.) demonstrating positive, can-do attitude and customer first culture.
Provide exceptional service delivery to our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively.
Is knowledgeable about the client’s accounts and business with the bank and uses sound judgment with customers and transactions
Energetically greet and interact with clients on the bank floor to proactively identify and address client sales and service needs; appropriately convert service requests into sales or referrals
Required to approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and to identify the financial needs of the clients. May require standing 60-70% of the work day
Ability to use the various marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients (e.g. sales wall, tablet, smart phone, workbench, iPads, etc.)
Connect clients to the appropriate partners as necessary (e.g. leverage video conference for FA, mortgage specialist, etc.)
Take full ownership of clients’ problems to resolve client complaints/issues promptly and effectively to ensure complete client satisfaction with resolution
Recognize transaction needs of clients, direct them to the 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 (e.g. Online, Mobile, ATM, TCR, Teller Assist Unit, if applicable, etc.)
Exercises ownership and ensure all follow-up items are complete or handled off to the appropriate individual(s) and work 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
Executes financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing
Listens carefully to the client and willingly assists with any questions or problems the client has
Makes sure all needs are met before concluding the transaction, making the client feel his/her time is being valued without being rushed
Shows initiative, empathy and proactively prevents and handles problems with clients while assisting other tellers as well
Create a warm, welcoming and friendly environment for customers and employees by foster teamwork in the branch to ensure a positive overall customer experience.
Effectively executes 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
Adheres to and comply with Citibank policies, standards, operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets
Duties may include managing the supply of cash for branch needs based on business demand, in addition to managing incoming/outgoing cash shipments/maintains vault cash, including buying and selling of cash with branch Tellers and ATMs, as needed (including competence in using teller NBS system & cash recycler to assist customers)
Good leadership skills and the ability to motivate others
Actively promoting and participating in branch incentive program(s) by promoting and participating in a sales and service programs consistent with Citi’s business plan goals
Providing working leadership and guidance to peer Concierge or Tellers through assignment of work and technical guidance, when needed
Assisting and providing coverage for leadership team with leading by example
Provide feedback to management on ways to enhance sales processes and service delivery
Providing coaching and education to the other Concierge or Tellers regarding Digital capabilities, transaction processes and priorities, including a streamlined sales & service process, digital first approach, focus on client problem resolution and effective utilization digital technologies
Resolving complex client issues or needs; connect with relevant specialists or senior leaders as needed
1-3 years relevant experience
Experience with face-to-face customer service, digital engagement and basic sales/referrals
Open, client service orientation and desire to help customers is required
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
Job Family Group:
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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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