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.

Key Responsibilities:

• Checking encashment in both local and foreign currencies at the counter 
• Delivering superior Citibanking experience and satisfy service needs 
• Provide feedback to management on ways to enhance processes and service delivery 
• Identify sales opportunities and make appropriate referrals Handle counter enquiries
• Assist in investigations relating to cash transactions / services 
• Describe the bank’s various distribution channels to new and existing customers and recommend alternative Citibanking access points when appropriate 
• Educate customers on alternative service access points 
• Assist in the processing of check/cash deposits in the 24 hours banking area 
• Collect MIS for the department 
• Exercise care and diligence in the course of duty for detection of counterfeit notes and TCs, forgery, money laundering, etc. 
• Take full ownership of customers' problems and ensure complete customer satisfaction of problem resolution 
• Comply with Citibank's policies and procedures to ensure security of bank and customers' assets 
• Provide backroom service support to the personal banking team in the branch 
• Assist in the analysis of customer trends to enhance sales and service management process 
• Proactively seeking to identify customer's needs and effective at cross-selling and referring leads to the appropriate channels for follow-up

Knowledge/Experience/Technical Skills:

• Relevant bank teller experience is preferred but not essential 
• At least 1 year of frontline experience in the service or finance industry 
• Minimum GCE ‘A’ Level, 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