Head Universal Banker

Responsibilities

• Lead, coach, and mentor Universal Bankers and Tellers by modeling excellent service behaviors and sales routines.
• Execute financial transactions including deposits, payments, and account openings while maintaining compliance with bank policies.
• Drive lobby leadership by proactively engaging clients to identify financial needs and convert service requests into sales or referrals.
• Educate clients on digital engagement tools such as mobile banking, ATMs, and online services to enhance their banking experience.
• Champion risk and control by monitoring day-to-day operations and ensuring adherence to regulatory procedures.
• Resolve complex client issues and complaints promptly to ensure complete customer satisfaction.
• Manage branch resources, including cash supply and vault maintenance, as required by business demand.

Requirements

• 2-4 years of relevant experience in a customer-facing role.
• Proven experience in face-to-face customer service and digital engagement.
• Demonstrated ability in basic sales, referrals, and relationship deepening.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• High School diploma or equivalent.

Preferred Qualifications

• Bilingual proficiency in English and Spanish.
• Previous experience in a retail banking environment.

Benefits

• Medical, dental, and vision coverage.
• 401(k) retirement savings plan.
• Life, accident, and disability insurance.
• Wellness programs.
• Paid time off packages, including vacation, sick leave, and paid holidays.

About the Company

Citi is a leading global financial services company with presence in over 160 countries and jurisdictions. We are dedicated to providing exceptional service and driving financial progress for our clients through innovation and excellence in banking.