Job Description
GCG, Universal Service Banker Senior Job Purpose: Deliver best-in-class customer service to customers as they arrive in the branch to maximize relationship building opportunities and direct them to the appropriate distribution channels, Process account services and cash transactions, including cash withdrawal, sales of manager's check/Drafts and other service transactions as a checker function. Key Responsibilities: Provide role modeling to Universal Service Banker Junior (USB Junior) in the branch with forcus on service delivery and operational efficiency / Integrity Ensures that the team of USB Juniors operate in manner that delivers superior Citibanking experience, looks for ways to improve branch operations / service processes Guides (on-the-job) and motivates the USB Juniors to deliver the Citibank difference Satisfies service needs and approaches them as service enhancements, makes appropriate referrals to the Personal Bankers, Relationship Managers etc. Pays close attention to queue time and describes the various distribution channels to new and existing customers, recommending alternative Citibanking access points when appropriate, coaches staff to do the same Exercises strict compliance to control requirements in all areas, including draft / CO / TC issuances, holding of currencies, ATM and branch security Ensures the safety and security of the customers and Citibank's assets by complying with established policies and procedures, trains USB Juniors on proper procedures Surfaces policy / procedures exceptions and issues to management and ensures prompt resolution Maintains procedure / policy / process documentation and contingency plans Applies and complies with all regulatory requirements Sets proper ethical tone for the USB Juniors Makes credit decisions pertaining to deposit of foreign checks, over lines, irregular signature verifications within her limits Works as a team player coach and assumes responsibilities for other members of department as required Performs audits and ensures that department's cash and operational controls are maintained and exceed audit requirements May have direct management responsibility over some of the USB Juniors Reconcilement of ATMs / CDMs cash to ensure that physical cash and GL tally Work closely with vendor to ensure that issues pertaining to ATM / CDM / Branch equipment are resolved promptly Ensure that Vital Few measures for all ATMs / CDMs/ Branch Equipment under their care are met. Close monitoring on ECCMs to ensure that customer's issues are attended and closed promptly.
Job Requirement
Relevant bank teller experience is preferred. At least 2 year of frontline experience in the service or finance industry Minimum Diploma holder, preferred Degree Holder, with good credits in English and Mathematics An eye for details High integrity Strong customer service skills Knowledge of relationship building process Proficient in Microsoft applications and in adapting to new technologies Knowledge of banking products and familiarity with internal banking operations would be an added advantage Personal Skills: Good communication and interpersonal skills Able to work on shifts and weekends Responsible and supportive team player High integrity
