Head Universal Banker, Las Vegas Lakes Branch

Overview 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 executes service transactions (e.g., deposits, payments, address changes, replacement card orders, disputes) and sales (including opening accounts, credit cards) and leads, coaches, and mentors team members. The Head Universal Banker champions risk and control, drives lobby leadership, and ensures 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 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). 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) 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 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; appropriately convert service requests into sales or referrals. Engage clients in the branch lobby to demonstrate digital capabilities and identify financial needs. May require standing 60–70% of the workday. Use marketing tools and digital technology to present product offers and financial solutions (e.g., sales wall, tablets, iPads). Connect clients to the appropriate partners as necessary (e.g., leverage video conference for financial advisor or mortgage specialist). Take full ownership of clients’ problems to resolve complaints/issues promptly and effectively to ensure complete client satisfaction. 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 (Online, Mobile, ATM, etc.). Exercise ownership and ensure follow-up items are complete, coordinating with appropriate team members as needed. Foster a warm, welcoming environment and teamwork to ensure a positive overall customer experience. Execute service transactions and sales referral routines to deepen client relationships while adhering to bank policies and regulatory requirements to ensure safety and security of assets. Assist with cash management duties as needed, including cash handling and coordination with tellers and ATMs. Demonstrate leadership by motivating others and promoting participation in branch incentive programs aligned with Citi’s goals. Provide guidance and coaching to peers on digital capabilities, transaction processes, and a streamlined sales-and-service approach focused on client problem resolution. Resolve complex client issues or needs by connecting with relevant specialists or senior leaders as needed, while escalating 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 preferred 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 ------------------------------------------------------ Job Details Job Family Group: Consumer Sales Job Family: Branch Sales Time Type: Full time Primary Location: Las Vegas, Nevada, United States Primary Location Full Time Salary Range: $49,900.00 - $65,100.00 In addition to salary, Citi offers incentive and retention awards and a range of benefits including medical, dental & vision, 401(k), life, disability insurance, wellness programs, and paid time off. Availability of offerings varies by jurisdiction and role. ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Anticipated Posting Close Date May 07, 2026 ------------------------------------------------------ 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. View Citi’s EEO Policy Statement and the Know Your Rights poster. #J-18808-Ljbffr Citigroup Inc.