I joined Citibank in 2012 as a Cash Relationship Officer and was promoted to a Cash Officer in 2016. When I first started out, branch operations services consist of Cash and Service teams. As a Cash Officer, I specialized solely in cash transactions, while the Service Officer would handle all other banking needs of walk-in customers. In recent years, the jobs were combined into a single role known as a Universal Service Banker. As I gradually relinquished many of the manual duties, I gained invaluable skills by shifting my focus towards creating more value, such as helping streamline the branches’ queue system and providing feedback to improve the customer journey.