Head Concierge - Full-time - Onsite - Brush Hollow Westbury Branch
Company: Citigroup
Location: Westbury
Posted on: September 12, 2023
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Job Description:
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.
.
**Responsibilities:**
+ 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 clients 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 Citis 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
**Qualifications:**
+ 1-3 years relevant experience
+ Required Skills:
+ 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
**Education:**
+ High School diploma or equivalent
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**Job Family Group:**
Customer Service
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**Job Family:**
Branch Service
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**Time Type:**
Full time
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**Primary Location:**
Westbury New York United States
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**Primary Location Salary Range:**
$48,370.00 - $63,080.00
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Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to
their race, color, religion, sex, sexual orientation, gender
identity, national origin, disability, or status as a protected
veteran.
Citigroup Inc. and its subsidiaries ("Citi) invite all qualified
interested applicants to apply for career opportunities. If you are
a person with a disability and need a reasonable accommodation to
use our search tools and/or apply for a career opportunity review
**Accessibility at Citi
(https://www.citigroup.com/citi/accessibility/application-accessibility.htm)**
.
View the "EEO is the Law
(https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf)
" poster. View the EEO is the Law Supplement
(https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf)
.
View the EEO Policy Statement
(http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .
View the Pay Transparency Posting
(https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)Citi
is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual
Orientation/Gender Identity.
Keywords: Citigroup, Hempstead , Head Concierge - Full-time - Onsite - Brush Hollow Westbury Branch, Hospitality & Tourism , Westbury, New York
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