Head Universal Banker, Bilingual English/Spanish Speaking Preferred, Plantation Branch

Citi•Plantation, FL

9d•$46,600 - $60,800•Onsite

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 position performs service transactions and sales, including account opening and credit card sales, and leads, coaches, and mentors team members. It champions risk and control, leads activity in the lobby, and promotes consistent client and team experiences aligned with bank standards. The role serves as a subject matter expert and adapts to branch coverage needs. It engages clients to identify sales and service needs, demonstrates digital capabilities, resolves account issues, and connects clients with appropriate specialists. The Head Universal Banker also supports operational controls and compliance, may help manage branch cash and shipments, and provides working leadership and coverage for the branch leadership team.

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 a 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.
Good leadership skills and the ability to motivate others.

Nice To Haves

Sales experience.
Retail experience.
Bilingual English/Spanish speaking preferred.

Responsibilities

Lead, coach, and support Universal Bankers and Tellers by modeling strong service behaviors and mentoring on sales, service, and compliance routines.
Guide clients and team members in the branch, support complex transactions, and deliver an exceptional client experience.
Monitor day-to-day operations and champion risk and control, ensuring compliance with policies and supporting 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 adapt to position and coverage needs.
Learn and communicate product features, benefits, and fees while supporting a customer-first culture.
Resolve account service issues and customer inquiries promptly and effectively.
Use knowledge of clients’ accounts and business with the bank, applying sound judgment to customers and transactions.
Greet and engage clients on the bank floor and in the lobby to identify and address sales, service, and financial needs, and demonstrate digital capabilities.
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 problems and complaints and ensure timely, effective resolution and follow-up.
Recognize clients’ transaction needs, direct them to self-service channels, and assist with self-service as needed.
Educate clients about and encourage use of online, mobile, ATM, and other digital or self-service capabilities.
Complete or hand off follow-up items and work harmoniously with team members.
Welcome clients warmly, listen carefully, use their names when possible, and ensure their needs are met without rushing transactions.
Execute financial transactions in accordance with bank policies and procedures and maintain an acceptable daily drawer-balancing record.
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 cash supplies and incoming and outgoing cash shipments, maintain vault cash, and buy and sell cash with branch tellers and ATMs; use teller NBS and cash-recycler systems to assist customers.
Promote and participate in branch incentive and 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.
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 or Tellers on digital capabilities, transaction processes, priorities, streamlined sales and service, client problem resolution, and effective use of digital technologies.
Resolve complex client issues or needs and connect with relevant specialists or senior leaders as needed.
Assess risk in business decisions, safeguard the firm’s reputation and assets, comply with applicable laws and policies, exercise sound ethical judgment, 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 may be available to eligible employees