Head Universal Banker - Inwood Branch

Head Universal Banker 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. Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (ex: ATM, Online, Mobile, etc.). Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs. Continuously learns new and existing products through sales aids (features, benefits, fees, etc.) demonstrating positive, can‑do attitude and customer first culture. Provide exceptional service delivery to our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively. Is knowledgeable about the client’s accounts and business with the bank and uses sound judgment with customers and transactions. Energetically 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. Required to approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and to identify the financial needs of the clients. May require standing 60‑70% of the work day. Ability to use the 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, smart phone, workbench, iPads, etc.). Connect clients to the appropriate partners as necessary (e.g. leverage video conference for FA, mortgage specialist, etc.). Take full ownership of clients’ problems to resolve client complaints/issues promptly and effectively to ensure complete client satisfaction with resolution. Recognize transaction needs of clients, direct them to the 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, if applicable, etc.). Exercises ownership and ensures all follow‑up items are complete or handled off to the appropriate individual(s) and works 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. Executes financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing. Listens carefully to the client and willingly assists with any questions or problems the client has. Ensures all needs are met before concluding the transaction, making the client feel his/her time is being valued without being rushed. Shows initiative, empathy and proactively prevents and handles problems with clients while assisting other tellers as well. Creates a warm, welcoming and friendly environment for customers and employees by fostering teamwork in the branch to ensure a positive overall customer experience. Effectively executes all service transactions (e.g. deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) referral routines to deepen client relationships. Adheres to and complies with Citibank policies, standards, operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets. Duties may include managing the supply of cash for branch needs based on business demand, in addition to managing incoming/outgoing cash shipments/maintaining vault cash, including buying and selling of cash with branch Tellers and ATMs, as needed (including competence in using teller NBS system & cash recycler to assist customers). Exhibits good leadership skills and the ability to motivate others. Actively promotes and participates in branch incentive program(s) by promoting and participating in sales and service programs consistent with Citi’s business plan goals. Provides working leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance, when needed. Assists and provides coverage for leadership team with leading by example. Provides feedback to management on ways to enhance sales processes and service delivery. Provides coaching and education to the other Universal Bankers or Tellers regarding Digital capabilities, transaction processes and priorities, including a streamlined sales & service process, digital first approach, focus on client problem resolution and effective utilization of digital technologies. Resolves complex client issues or needs; connects with relevant specialists or senior leaders as needed. Appropriately assesses risk when business decisions are made, demonstrating 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. Qualifications 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 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. Primary Location: Inwood, New York, United States. Full‑time Salary Range: $56,500.00 – $73,700.00. In addition to salary, Citi offers 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. Paid time off packages include planned vacation, unplanned sick leave and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to 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. #J-18808-Ljbffr Citi