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.

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　　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 client’s 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 Citi’s 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

　　Customer Service

　　Branch Service

　　Full time

　　San Francisco California United States

　　$50,030.00 - $65,270.00

　　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.