Head Universal Banker, San Jose Main Branch

The Head Universal Banker is a leadership role responsible for providing exceptional service delivery to our internal and external customers while guiding and supporting the branch team. This role not only executes all service transactions (e.g., deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) but also leads, coaches, and mentors team members. The Head Universal Banker plays a key role in championing risk and control, driving lobby leadership, and ensuring consistent delivery of 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 both 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, ensuring compliance with policies, and supporting the Branch Manager. Exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g., ATM, Online, Mobile, etc.). 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 through sales aids (features, benefits, fees, etc.) demonstrating a positive, can‑do attitude and customer‑first culture. Provide exceptional service delivery to internal and external customers to resolve account service issues and respond to inquiries promptly and effectively. Be knowledgeable about the client’s accounts and business with the bank and use sound judgment with customers and transactions. Energically greet and interact with clients on the bank floor to proactively identify and address client sales and service needs; appropriately convert service requests into sales or referrals. Engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify their financial needs; may require standing 60‑70% of the workday. Use various marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients (e.g., sales wall, tablet, smartphone, workbench, iPads). Connect clients to the appropriate partners as necessary (e.g., leverage video conference for FA, mortgage specialist). Take full ownership of clients’ problems to resolve complaints/issues promptly and effectively to ensure complete client satisfaction with resolution. Recognize transaction needs of clients, direct them to alternative self‑service channels, and provide assistance with self‑service as needed. Educate clients on self‑service capabilities and encourage use of digital service channels (e.g., Online, Mobile, ATM, TCR, Teller Assist Unit). Exercise ownership and ensure all follow‑up items are complete or handed off to the appropriate individuals, working harmoniously with multiple team members. Engage the Citi client by welcoming them with a warm, friendly smile, pleasant demeanor, using the client name whenever possible, and thanking them for doing business with Citi. 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 willingly assist with any questions or problems the client has. Ensure all needs are met before concluding the transaction, making the client feel his/her time is valued without being rushed. Show initiative, empathy, and proactively prevent and handle problems with clients while assisting other tellers as well. Create a warm, welcoming, and friendly environment for customers and employees by fostering teamwork in the branch to ensure a positive overall customer experience. Effectively execute all service transactions and sales referral routines to deepen client relationships. Adhere to Citibank policies, standards, operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets. Manage the supply of cash for branch needs based on business demand, and handle incoming/outgoing cash shipments and vault cash, including buying and selling cash with branch Tellers and ATMs, as needed. Display good leadership skills and the ability to motivate others. Actively promote and participate in branch incentive programs, consistently aligning with Citi’s business plan goals. Provide working leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance when needed. Assist and provide coverage for the leadership team by leading by example. Provide feedback to management on ways to enhance sales processes and service delivery. Coach and educate other Universal Bankers or Tellers regarding digital capabilities, transaction processes, and priorities, promoting a digital‑first approach, client‑problem resolution, and effective utilization of digital technologies. Resolve complex client issues or needs; connect with relevant specialists or senior leaders as needed. Assess risk appropriately when business decisions are made, demonstrating consideration for Citigroup’s reputation and safeguarding its assets by driving compliance with applicable laws and regulations and reporting control issues with transparency. Qualifications 2-4 years relevant experience Experience with face‑to‑face customer service, digital engagement, and basic sales/referrals Open, client‑service orientation and a desire to help customers is required Sales experience desired Excellent verbal and written communication skills Analytical and problem‑solving skills Basic computer and digital tools skills Preferred: Retail experience Education High School diploma or equivalent Good Faith Schedule- subject to change based on business needs: Monday thru Friday 9:00am-5:30pm Salary Primary Location Full Time Salary Range: $56,500.00 - $73,700.00 Benefits In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire. Equal Employment 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. Accessibility 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. #J-18808-Ljbffr Citigroup Inc.