Head Universal Banker, San Rafael Branch

Citi•San Rafael, CA

3d•$56,500 - $73,700

About The Position

The Head Universal Banker is a leadership role responsible for delivering exceptional service to internal and external customers while guiding and supporting the branch team. The role executes branch 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 team members, champions risk and control, provides lobby leadership, and supports consistent client and team experiences aligned with bank standards. The Head Universal Banker guides clients and colleagues through transactions and complex service needs, builds client relationships through product education and appropriate sales or referrals, and promotes digital and self-service channels. The role may provide working leadership and coverage for branch leadership, contribute feedback on sales and service processes, and help manage cash and shipments as needed. It requires adherence to Citi policies, operational controls, and applicable legal and regulatory requirements.

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.

Nice To Haves

Sales experience desired.
Retail experience.

Responsibilities

Lead, coach, mentor, and support Universal Bankers and Tellers by modeling service behaviors and guiding sales, service, compliance, digital capabilities, and transaction processes.
Guide clients and team members in the branch, provide support with complex transactions, and ensure an exceptional client experience.
Monitor day-to-day operations and champion risk and control, compliance, and protection of customer and bank assets; 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.
Remain flexible as a branch subject matter expert and adjust duties based on branch coverage needs.
Learn and communicate product features, benefits, and fees, and demonstrate a positive, customer-first attitude.
Resolve account service issues and customer inquiries promptly and effectively, taking ownership of complaints and following through to complete resolution.
Build knowledge of clients’ accounts and business with the bank and use sound judgment when handling customers and transactions.
Greet and engage clients on the bank floor and in the lobby to identify sales, service, and financial needs, including demonstrating digital capabilities.
Use branch marketing tools and digital technology to present product offers and financial solutions to existing and potential clients.
Connect clients with appropriate partners, including financial advisors and mortgage specialists, as needed.
Direct clients to self-service channels and assist them with using available self-service and digital capabilities.
Complete follow-up items or hand them off appropriately, and collaborate harmoniously with team members.
Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable daily drawer-balancing record.
Listen carefully to clients, address their questions and problems, ensure their needs are met, and provide service without making them feel rushed.
Foster teamwork and a warm, welcoming environment for customers and employees.
Execute service transactions and sales referral routines to deepen client relationships.
Manage cash supplies and incoming and outgoing cash shipments, maintain vault cash, and buy or sell cash with branch tellers and ATMs as needed; use the teller NBS system and cash recycler to assist customers.
Promote and participate in branch incentive, sales, and service programs consistent with Citi business goals.
Provide working leadership and guidance to peer Universal Bankers or Tellers, including assigning work and providing technical guidance when needed.
Provide leadership coverage by leading through example and give management feedback on ways to improve sales processes and service delivery.
Resolve complex client issues and connect with relevant specialists or senior leaders as needed.
Assess risk in business decisions, apply sound ethical judgment, comply with applicable laws, rules, regulations, and policies, and transparently escalate, manage, and report control issues.

Benefits

Medical coverage
Dental coverage
Vision coverage
401(k)
Life insurance
Accident insurance
Disability insurance
Wellness programs
Paid time off, including vacation and sick leave
Paid holidays
Discretionary and formulaic incentive and retention awards for eligible employees