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About the Role

The Head Universal Banker is a leadership role responsible for providing exceptional service delivery to internal and external customers while guiding and supporting the branch team. This role executes service and sales transactions, leads, coaches, and mentors team members, champions risk and control, and ensures consistent client and team experiences aligned with the bank’s standards.

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling excellent service behaviors and mentoring on sales, service, and compliance routines.
• Guide clients and team members in the branch, providing support in complex transactions and ensuring an exceptional client experience.
• Champion risk and control by monitoring day-to-day operations and ensuring compliance with policies.
• Support the Branch Manager.
• Exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels.
• Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs.
• Continuously learn new and existing products, demonstrating a positive, can-do attitude and customer-first culture.
• Provide exceptional service delivery to resolve account service issues and respond to customer inquiries promptly and effectively.
• Be knowledgeable about the client’s accounts and business with the bank and use sound judgment with customers and transactions.
• Greet and interact with clients on the bank floor to proactively identify and address client sales and service needs; convert service requests into sales or referrals.
• Approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify financial needs.
• Use marketing tools and digital technology to present product offers and financial solutions.
• Connect clients to appropriate partners as necessary.
• Take full ownership of clients’ problems to resolve complaints/issues promptly and effectively.
• Recognize transaction needs of clients, direct them to alternative self-service channels and provide assistance.
• Educate clients on self-service capabilities and encourage use of digital service channels.
• Ensure all follow-up items are complete or handled off to the appropriate individual(s) and work harmoniously with multiple team members.
• Engage the Citi client by welcoming them warmly and thanking them for their business.
• Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing.
• Listen carefully to the client and assist with any questions or problems.
• Ensure all client needs are met before concluding the transaction, valuing their time without rushing.
• Show initiative, empathy and proactively prevent and handle problems with clients while assisting other tellers.
• Create a warm, welcoming, and friendly environment for customers and employees by fostering teamwork in the branch.
• Effectively execute all service transactions and sales referral routines to deepen client relationships.
• Adhere to and comply with Citibank policies, standards, and operational controls.
• Manage the supply of cash for branch needs, including managing incoming/outgoing cash shipments and maintaining vault cash.
• Actively promote and participate in branch incentive programs.
• Provide working leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance.
• Assist and provide coverage for leadership team with leading by example.
• Provide feedback to management on ways to enhance sales processes and service delivery.
• Provide coaching and education to other Universal Bankers or Tellers regarding Digital capabilities, transaction processes and priorities.
• Resolve complex client issues or needs; connect with relevant specialists or senior leaders as needed.
• Assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients and assets.

Requirements

• 2-4 years relevant experience
• Experience with face-to-face customer service, digital engagement and basic sales/referrals
• Open, client service orientation and desire to help customers
• Sales experience desired
• Excellent verbal and written communication skills
• Analytical and problem solving skills
• Basic computer and digital tools skills
• May require standing 60-70% of the work day

Skills

• Face-to-face customer service
• Digital engagement
• Basic sales/referrals
• Sales
• Service
• Compliance
• Risk and control
• Digital capabilities
• Transaction processes
• Client problem resolution
• Digital technologies
• Leadership
• Motivation

Location

• San Francisco California United States

Work Type

• Full time

Experience Level

• 2-4 years relevant experience

Education Level

• High School diploma or equivalent

Salary/Compensations

• $56,500.00 - $73,700.00

Benefits

• Medical, dental & vision coverage
• 401(k)
• Life, accident, and disability insurance
• Wellness programs
• Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

About the Company

• Consumer Sales
• Branch Sales

Equal Opportunity

• Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
• If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
• View Citi’s EEO Policy Statement and the Know Your Rights poster.