• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2019-04-22

GCG - Universal Service Banker Junior

GCG - Universal Service Banker Junior

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Operations Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18068157


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 maintenance and financial transactions, including cash withdrawal, sales of manager's check/drafts and other service transactions
  • Drive the bank's analog-to-digital transformation by assuming the role of Digital Ambassadors in the branch, educating new and existing customers on the bank's distribution channels and recommending alternative digital channels where appropriate
Key Responsibilities:
Greeter Counter Services
  • Handle counter enquiries and direct customers to the appropriate distribution channels
  • Provide account maintenance services, which includes the update of Account Status, Account Closures, ATM Issuance, ATM Pin Change
  • Provide other services such as Stop Payment, Safe Deposit Box, and Standing Instructions
  • Deliver superior Citibanking experience and satisfy service needs
Financial Transaction Services
  • Process cash-related transactions such as Deposit of Checks and Cash, Loan and Card Payment, Cash Withdrawals, Check Encashment in both local and foreign currencies, Telegraphic Transfers, Bank Drafts, and the issuance of Manager's Cheques
  • Assist customers in the processing of check/cash deposits in the 24-hour banking area
  • Support investigations relating to cash transactions/services
  • Identify sales opportunities and make appropriate referrals
  • Proactively identify customers' needs and effective at cross-selling and referring leads to the appropriate channels for follow-up
  • 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
Digital Ambassadors
  • Describe the bank's various distribution channels to new and existing customers and recommend alternative Citibanking access points when appropriate
  • Proactively execute Always-Teach-Digital initiatives to educate customers on the bank's digital service channels and payment platforms to increase utilization of digital channels and drive the bank's analog-to-digital transformation
  • Transform customers' mindsets and enable their digital capabilities by upholding and advocating Citi's Forward Compatibility values (bold, adaptable, curious, collaborative, determined)
  • Complete IBF Trainings in Process / UX Design Feedback and Customer Journey Design. Apply Design Thinking methodology and concepts to suggest process improvements that would enhance the Customer's Digital Journey
  • Provide backroom service support to the personal banking team in the branch
  • Collect MIS for the department for management reporting and strategy
  • Assist in the analysis of customer trends to enhance sales and service management process
  • Provide feedback to management on ways to enhance processes and service delivery
  • Provide guidance and coaching to new hires on bank processes and knowledge, and grooming



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