Lobby Service Manager

Job Description

The Customer Service Representative is an entry-level position responsible for providing a positive customer service experience and executing day-to-day banking activities in coordination with the Customer Service function. The overall objective is to provide high quality customer service and to achieve customer satisfaction by delivering optimal solutions.
Responsibilities:

• Ensure all client needs are met and effectively manage any client issues/concerns to completion, escalating as needed
• Educate clients on available access channels (i.e. ATM, Online and Telephone Banking) and act as the subject matter expert for the branch
• Provide line or lobby management, as needed during busy lobby traffic periods
• Confirm client availability to meet with banker or make appointment via Appointment Portal
• Participate in sales activities within the Branch including seminars, micro-marketing events, promotional campaigns, product initiatives, etc.
• Make sales referrals to other personal bankers and partners within the branch; 15% or less of time will be spent on opening accounts
• Contribute to team effort to achieve branch scorecard goals
• Adhere to bank policies, operational controls, and regulatory procedures to ensure the safety and security of customer and bank assets
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 1-3 years’ relevant experience
• Banking/ Retail Customer facing environment
• MS Office experience
• Effective verbal and written communication skills

Education:

• High School diploma or equivalent

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

To handle customer queries and render customer service for branch walk-in clients

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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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