Job Purpose:
To provide a Service to Citibank UK and Global Banking customers in a professional and friendly manner, through account transactions, providing information and advise to banking customers and non-customers on Citibank products and services paying special detail to policy and procedures.
Job Background/Context:
The ability to promote new and existing services and products to customers. Increase the opportunity to grow Customer relationships and satisfy the Customer's needs. Branch Opening times are from 8 am to 8 PM Monday to Saturday, but individual branches may differ in opening hours. The Teller/Branch Service Officer will be required to sign a flexible contract to cover these periods, including Sunday hours should the need arise. The Teller/Branch Service Officer may be required at any given time to assist where necessary at another location. As the point of contact and face of Citibank UK, the staff uniform must be worn at all times, except at the discretion of the Banking Hall manager
Job Responsibilities:
Achieve and maintain a high level of Customer Service at all times.
Adhere to policy and procedure both internal and external for the protection of the Customer.
To complete all Customer transactions efficiently and accurately.
Be confident to raise any concerns over discrepancies at the first point of realization.
Communicate with the Customer articulately and accurately, paying attention to detail and always using the Customer's name.
Deal with customer complaints and enquiries in a professional and courteous manner.
Take ownership for Customer issues acknowledging how to escalate with respect and discretion towards the Customer.
Provide assistance and offer advice or alternatives that will benefit the Customer.
Promote the benefits of alternative methods of Banking, by actively assisting where applicable
Responsibilities to each other:
Treat your colleagues, as you like to be treated with understanding, consideration to ability, knowledge and skill.
Contribute effectively to Team meetings and the work environment. Consider your contribution towards your team and branch targets.
Remain compliant when signing for documents, or when carrying out tasks that involve dual control.
Share your knowledge, best practices and experience with your colleagues.
Communicate information articulately and accurately.
Answer the telephone in a timely and professional manner.
To adapt positively to change(s) in working practices or environment.
Responsibilities to the Franchise
Provide excellent Customer Service when liaising with other departments and / or Business units, whether internal or third party
To adapt positively to change(s) in working practices or environment
Promote the benefits of alternative methods of Banking, by actively assisting where applicable
Be aware of the Citigroup brand and the relationships between all financial sectors across the world
Job Development Value:
Teller/Branch Service Officers will receive training and product knowledge from both our Training Manager and colleagues. They will receive exposure to UK and Global clients and liaise with different departments within Citibank
Skills
Required Knowledge:
Some Customer Service Experience in a Banking environment.
Proven Experience in cash transactions
Required Skills:
Basic Computer Skills: Outlook, Word, Excel
Some knowledge of the Banking industry and an interest in pursuing a career within the Retail Bank
Required Qualifications:
Educated to G.C.S.E. standard or equivalent, minimum C Grade or above in Maths.
Required Competencies:
Good problem solving skills, expressing the ability to question, listen and understand
The ability to show empathy (where necessary) to diffuse and resolve customer dissatisfaction
Continuously aim to exceed the Customer's expectations.
Ability to use own initiative
Strong time Management skills
UK
