Head Universal Banker - West New Brighton 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, etc.), while leading, coaching, and mentoring team members. The Head Universal Banker championizes 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, 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 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 for a significant portion of the work day. Utilize marketing tools and digital technology to present product offers and financial solutions to existing and potential clients (e.g., sales wall, tablet, smartphone, workbench, iPads). Connect clients to appropriate partners as necessary (e.g., leverage video conference for financial advisor, mortgage specialist). Take ownership of clients’ problems to resolve complaints/issues promptly and effectively to ensure complete client satisfaction with resolution. Recognize transaction needs of clients and direct them to alternative self-service channels with assistance as needed. Educate clients on self-service capabilities and encourage use of digital service channels (Online, Mobile, ATM, Teller Assist Unit, if applicable). Exercise ownership and ensure follow-up items are completed or handed off to the appropriate individuals; work harmoniously with multiple team members. Welcome clients warmly, use client names when possible, and thank 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 clients and assist with questions or problems they have; ensure needs are met before concluding the transaction to value the client’s time. Show initiative, empathy, and proactively prevent and handle problems with clients while assisting other tellers as well. Create a warm, welcoming environment 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, and regulatory procedures to ensure safety and security of assets. May involve managing cash supply for branch needs and handling cash shipments/maintenance of vault cash, including use of teller NBS system and cash recycler to assist customers. Provide leadership to peers by assigning work, offering technical guidance, and covering for leadership when needed. Provide feedback to management on ways to enhance sales processes and service delivery; coach others on digital capabilities, transaction processes, and priorities with a digital-first approach. Resolve complex client issues or needs by connecting with relevant specialists or senior leaders as needed; assess risk in business decisions and escalate 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 Sales experience desired Excellent verbal and written communication skills Analytical and problem-solving skills Basic computer and digital tools skills Preferred Skills: Retail experience Education High School diploma or equivalent Job Family Group: Consumer Sales Job Family: Branch Sales Time Type: Full time Primary Location: Staten Island, New York, United States Primary Location Full Time Salary Range: $56,500.00 - $73,700.00 Benefits may include medical, dental & vision coverage; 401(k); life, accident, and disability insurance; wellness programs; paid time off packages including vacation, sick leave, and holidays. Availability of benefits may vary by jurisdiction and date of hire. For details, please visit citibenefits.com. Anticipated Posting Close Date: Jun 04, 2026 Citi is an equal opportunity employer. Qualifed candidates will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If a disability is present, accommodations are available to use our tools and apply for a career opportunity. View Citi’s EEO Policy Statement and the Know Your Rights poster. #J-18808-Ljbffr Citi