Head Universal Banker - Broadway/96th Branch

Citi • New York, NY

1d • $56,500 - $73,700 • Onsite

About The Position

The Head Universal Banker is a branch leadership role responsible for delivering exceptional service to internal and external customers while guiding and supporting the branch team. The role performs service transactions and sales, including deposits, payments, account maintenance, replacement card orders, disputes, account openings, and credit card sales. It also leads, coaches, and mentors Universal Bankers and Tellers, supports complex transactions, and promotes consistent client and team experiences aligned with bank standards.

The position champions risk and control, leads lobby engagement, identifies client needs, promotes products and digital self-service channels, and resolves client concerns. It may provide branch coverage based on business needs and assist with cash operations, including vault cash and shipments. The Head Universal Banker provides working leadership and technical guidance to peers and supports the leadership team by leading by example.

Requirements

• 2–4 years of relevant experience.
• Experience with face-to-face customer service, digital engagement, and basic sales or referrals.
• Open, client-service orientation and desire to help customers.
• Excellent verbal and written communication skills.
• Analytical and problem-solving skills.
• Basic computer and digital tools skills.
• High school diploma or equivalent.
• Ability to stand for approximately 60–70% of the workday.

Nice To Haves

• Sales experience desired.
• Retail experience preferred.

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling strong service behaviors and mentoring them on sales, service, and compliance routines.
• Guide clients and team members in the branch, support complex transactions, and ensure an exceptional client experience.
• Monitor day-to-day operations, champion risk and control, comply with policies, and support the Branch Manager.
• Present products and services, educate clients about available access channels, and identify opportunities to convert service requests into sales or referrals.
• Act as a branch subject matter expert and remain flexible to meet branch coverage needs.
• Learn new and existing products and demonstrate a positive, customer-first attitude.
• Resolve account service issues and respond promptly and effectively to customer inquiries.
• Use knowledge of clients' accounts and relationships with the bank, applying sound judgment in customer interactions and transactions.
• Greet and engage clients on the bank floor and in the lobby to identify and address sales, service, and financial needs.
• Use branch marketing tools and digital technology to present product offers and financial solutions.
• Connect clients with appropriate partners, including financial advisors and mortgage specialists.
• Take ownership of client complaints and problems and resolve them promptly and effectively.
• Identify transaction needs, direct clients to self-service channels, and assist them with self-service as needed.
• Educate clients about self-service and digital channels, including online and mobile banking, ATMs, and other available branch technology.
• Complete follow-up items or hand them off appropriately, and work harmoniously with team members.
• Welcome clients warmly, listen to their questions and concerns, ensure their needs are met, and thank them for their business.
• Execute financial transactions according to bank policies and procedures while maintaining an acceptable daily drawer-balancing record.
• Assist other tellers and proactively prevent or address client problems.
• Foster teamwork and a welcoming environment for customers and employees.
• Execute service transactions and sales and referral routines to deepen client relationships.
• Comply with Citibank policies, standards, operational controls, and legal, corporate, and regulatory procedures to protect customer and bank assets.
• As needed, manage branch cash supplies and incoming and outgoing cash shipments, maintain vault cash, and buy or sell cash with tellers and ATMs; use teller NBS and cash recycler systems to assist customers.
• Promote and participate in branch incentive, sales, and service programs consistent with Citi business goals.
• Provide working leadership to peer Universal Bankers and Tellers, including assigning work and providing technical guidance when needed.
• Assist with leadership team coverage and lead by example.
• Provide management with feedback on ways to improve sales processes and service delivery.
• Coach and educate Universal Bankers and Tellers on digital capabilities, transaction processes and priorities, streamlined sales and service, digital-first practices, client problem resolution, and effective use of digital technology.
• Resolve complex client issues and connect with relevant specialists or senior leaders as needed.
• Assess risk in business decisions, protect the firm's reputation and assets, comply with laws, rules, regulations, and policy, exercise sound ethical judgment, and transparently escalate, manage, and report control issues.

Benefits

• Medical, dental, and vision coverage.
• 401(k).
• Life, accident, and disability insurance.
• Wellness programs.
• Paid time off, including vacation, sick leave, and paid holidays.
• Eligible employees may receive discretionary and formulaic incentive and retention awards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED