Head Universal Banker, 21st and Irving 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. 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. Approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify the financial needs of the clients; may require standing 60–70% of the work day. 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 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, if applicable, etc.). Exercise ownership and ensure all follow-up items are completed or passed to the appropriate individual(s) and work harmoniously with multiple team members. Engage the Citi client by welcoming them with a warm friendly smile, pleasant demeanor, using the client name when 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 their 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 (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. Adhere to and comply with 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 manage incoming/outgoing cash shipments/maintain vault cash, including buying and selling cash with branch Tellers and ATMs, as needed (competence in using teller NBS system & cash recycler to assist customers). Demonstrate good leadership skills and the ability to motivate others. Actively promote and participate in the branch incentive program(s) by aligning sales and service programs with Citi’s business plan goals. Provide leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance when needed. Assist and provide coverage for leadership team with 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, including a streamlined sales & service process, digital-first approach, focus on client problem resolution and effective utilization of digital technologies. Resolve complex client issues or needs; connect with relevant specialists or senior leaders as needed. Appropriately assess 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 of 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. Preferred: Retail experience. Education High School diploma or equivalent. Good Faith Schedule, subject to change based on business needs: Monday to Friday 8:30 a.m. – 5:30 p.m. Employees in a San Francisco City or County location who work a minimum of 8 hours per week may consult the following resource for Fair Chance Ordinance information: Primary Location: San Francisco, California, United States. Full-Time Salary Range: $56,500.00 – $73,700.00. In addition to salary, Citi offers competitive employee benefits, including medical, dental and vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including vacation, 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, protected veteran status, 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 the Accessibility at Citi resource. View Citi’s EEO Policy Statement and the Know Your Rights poster. #J-18808-Ljbffr Citigroup Inc.