Diana M Castillo

• Took cash and credit card payments via phone, in person and through email.
• Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Responded proactively and positively to rapid change.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.

• Exercise discretion and independent judgment regularly, including the comparison and evaluation of possible courses of conduct, and to act or make a decision after the various possibilities have been considered, free from immediate direction or supervision but ultimately responsible to the branch manager. Resolve client service issues and responds to more complex client complaints and questions Schedule and direct the work of employees Maintain production or sales records for use in supervision or control of employees Appraise and coach to employee productivity and efficiency for the purpose of recommending changes in employee status Handle employee complaints and grievances; determine the techniques to be used by employees; apportions the work and provides for the safety and security of employees and company property Monitor or implement legal compliance measures Keep the branch in compliance with all bank policies and procedures Approve teller transactions as needed; and prepares the branch for audits. The branch manager may also assign other duties as necessary. Other duties as assigned.

• Deliver high quality customer service and identify financial needs to maximize relationships and acquire new customers • Operate as either a Teller or Personal Banker based on the needs of the branch • Handle client sales and service requests, exercises ownership, hand off if needed and ensure follow-up • Convert service requests into sales or referrals and connect clients to the appropriate partners as necessary • Perform customer transactions and educate clients on digital self-service capabilities • Complete outbound calls, follow up, and facilitate the execution of financial transactions in accordance with bank policies and procedures • Understand and comply with Citibank policies, standards and procedures to ensure the security of the bank’s and clients’ assets • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

• Execute daily, weekly and monthly operational tasks, inspections and correspondence with virtual branch support
• Lead and mentor tellers through assigning work and providing technical guidance when needed
• Serve as the first point of contact for Citi clients and provide a positive first impression through friendly and efficient customer service
• Perform efficient and accurate banking transactions including, managing cash supply for the branch, processing incoming/outgoing cash deposits, and maintaining branch vault cash
• Adhere to bank policies, operational controls, and regulatory procedures to ensure the safety and security of customer and bank assets
• Ensure all client needs are met and effectively manage any client issues/concerns, escalating as needed
• Maintain working knowledge of client accounts as well as new and existing products and services offered
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.