Role Profile: Universal Service Banker

Overall purpose: 

• To Provide accurate Citibank services to customers and perform prudent financial transactions and cash handling activities.

Clients (50%):

• Perform financial transactions over the counter that includes encashments, deposits, withdrawals, remittances, etc.
• Handle customer enquiries and refer leads/queries to appropriate distribution channels; attend to and resolve ‘quick kill’ queries when necessary
• Attend to customers and assist them in various banking transactions as needed or resolve issues highlighted by them immediately and accurately.
• Identify and understand customer needs through active listening and effective communication
• Attend opening accounts for walk-in customers and accounts solicited out-of-branch by the RM
• To access and identify leads from various sources/channels as sales referrals in support of acquisition effort
• Manage queue and ensure prompt and accurate service to customers
• Establish relationship with customers and facilitate their satisfaction and loyalty to Citibank
• Provide information on bank products and services and identify cross-selling opportunities
• Provide currency information and perform foreign exchange
• Maintain attentiveness to potential “red flag” issues associated with AML or fraud
• NPS (TB) of 1

RM Support (10%):

• Work as a team with CitiGold Relationship Managers (RM) to solicit sales by identifying cross-sell opportunities among existing customers, as well as relationship deepening
• Assist RM to review on the overdrawn accounts and over limit Credit Card account and perform service call
• Assist on the change of RM/Portfolio (on RM’s resignation) by reaching out to customers and reemphasize on back up RM and team concept to minimize the impact of change
• Assist to handles customer’s complaint referred by RMs, conduct investigation and provide complete and timely problem resolution

Compliance & Control (40%):

• Exercise care and diligence in the course of duty for detection of counterfeit notes and TCs, forgery, fraudulent transaction, money laundering, etc.
• To accurately verify customer’s signature and identity before processing a transaction
• Comply with Citibank policies and procedures to ensure security of bank’s and customers’ assets:
• Compliance to local regulatory guidelines eg. FEA, form P & R and etc.
• AMLA 
• US Sanctions policies
• SDN screening
• Interview customer on Large Cash Deposit/Withdrawals and ensure Large Cash Transaction Forms are duly completed in a timely manner
• Perform callback verification on check encashments and MPP (Manual Processing Payment)
• Balance general ledger, e.g. tally physical cash and system statement daily
• Assist in investigations relating to cash transactions/services
• Comply with Citibank policies and procedures to ensure security of bank’s and customers’ assets
• Serve as a first line of defense by identifying fraudulent customers and unusual activities
• Ensure sales compliance and follow up deals closed by the personal banking team
• Ensure facilities are in order, e.g. lighting, branch alarm, phone recording devices, etc.
• Assist in Risk and Control Self Assessment (RCSA) on a quarterly basis
• Post correct entries and verify customer information prudently and accurately
• Keep up to date with operational compliance, new banking products and services
• Branch Governance/BCRI rating : Green
• Be audit ready at all times and pass all internal & external audits without any major findings

Paperwork & Administration (10%):

• Assist in the analysis of customer trends to enhance sales and service management process, e.g. generate daily Manual Initiated Statistics (MIS)
• Assist in processing the Unmanned Channels such as ATMs, CDMs, Checks Machines and Drop Boxes on which includes:
• GL reconciliation
• Processing of checks
• Investigation/ESMS follow up and inquiries
• Generate month end Proofs Report and review any outstanding transfer
• Assist in gathering sources for MCA testing on a quarterly basis
• Assist in vault cash & tel-key/combination management by taking on Head Teller functions
• Support and back-up Teller for other branches
• Perform sanity & COB testing
• Capture image and index of every transaction
• Perform housekeeping duties, e.g. destroy sources after a certain period
• Assist in the processing of check/cash deposits in the 24 hours banking area
• Participate in and sometime lead the “ daily huddle” before branch opening
• Perform housekeeping and ensure sufficient supply of stationeries for the department (P2P)
• Balancing & reconciliation on numbered forms
• Upkeep the Citigold Center as well as general tidiness of department to project a professional image
• Balance cards of ATM, chequebook, credit cards and online security devices
• Support new hires, e.g. set up system access, email, order name tag, etc.
• Incoming mails management
• Batching of documents to relevant departments timely
• Respond to emails e.g. enquiries for information, customer feedback and issues etc.
• Ensure all DCFC/eDCFC functions under their responsibilities are cleared timely and documented
• Process Investment & Insurance transaction and generate/compile MIS for the branch
• Assist to coordinate with RM on the monthly Surveillance report review (on monthly compliance report review)
• Actively participate in all product & compliance training, huddles and team meetings and lead the huddle
• Serve as a Point Of Reference/service attachment to the junior/new RMs to ensure RM competencies level is certified before he/she is on the job
• Active participation and support in every aspect of marketing acquisition activities i.e.  marketing events, campaigns and product launches
• Update all investigation cases into investigation Level 1 & 2 Tracking Report on timely manner
• Assist to coordinate on eSMS and revert with resolution within the timeline. Ensure daily review/clearance of the eSMS log-ins. Review and clearance of eSMS must be timely to achieve the standards set for eSMS customer request/complaint closures
• Maintaining adequate records, keeping an up to date filing system e.g. Management of safe deposit box and etc.
• Dispose AIR & Feedback Loop cases within the timelines and ensure no overdue