Head Universal Banker Montague Branch

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling excellent service behaviors and mentoring on sales, service, and compliance routines.
• Guide both clients and team members in the branch, providing support in complex transactions and ensuring an exceptional client experience.
• Champion risk and control by monitoring day-to-day operations, ensuring compliance with policies, and supporting the Branch Manager.
• Exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g. ATM, Online, Mobile).
• Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs.
• Continuously learn new and existing products through sales aids (features, benefits, fees, etc.) demonstrating a positive, can-do attitude and customer-first culture.
• Provide exceptional service delivery to internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively.
• Be knowledgeable about the client’s accounts and business with the bank and use 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.
• Engage clients in the branch lobby to demonstrate digital capabilities and identify financial needs; may require standing 60-70% of the workday.
• Use marketing tools and digital technology in the branch to present product offers and financial solutions (e.g., sales wall, tablet, smartphone, workbench, iPads).
• Connect clients to the appropriate partners as necessary (e.g. leverage video conference for Financial Advisor, mortgage specialist).
• Take ownership of clients’ problems to resolve complaints/issues promptly and effectively to ensure complete client satisfaction with resolution.
• Recognize transaction needs of clients, direct them to 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 (Online, Mobile, ATM, etc.).
• Execute ownership and ensure follow-up items are complete or handed off to the appropriate individual(s); work harmoniously with multiple team members.
• Engage Citi clients with a warm, welcoming demeanor, using the client name when possible, and thanking them for doing business with Citi.
• Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing.
• Listen carefully to the client and assist with questions or problems as needed; ensure needs are met before concluding the transaction.
• Show initiative, empathy, and proactively prevent and handle problems with clients while assisting other tellers as well.
• Create a warm, welcoming environment for customers and employees by fostering teamwork in the branch to ensure a positive overall customer experience.
• Effectively execute all service transactions and sales referral routines to deepen client relationships.
• Adhere to Citibank policies, standards, operational controls, including legal, corporate, and regulatory procedures to ensure safety and security of customer and bank assets.
• Assist with managing cash for branch needs, including cashiering duties, cash shipments, vault cash, and using teller NBS system & cash recycler where applicable.
• Provide leadership to motivate others and actively participate in branch incentive programs aligned with Citi’s business plan goals.
• Provide working leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance when needed.
• Assist and provide coverage for leadership team by leading by example.
• Provide feedback to management on ways to enhance sales processes and service delivery.
• Provide coaching and education to Universal Bankers or Tellers regarding digital capabilities, transaction processes and priorities, including a streamlined sales and service process and a digital-first approach.
• Resolve complex client…