Head Universal Banker - Reston Branch
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, champions risk and control, and supports consistent client and team experiences aligned with bank standards. The position guides clients and team members through complex transactions, resolves account service issues and complaints, and proactively identifies client needs through lobby engagement. It promotes products and services, referrals, and digital and self-service channels, and connects clients with appropriate partners or specialists. The Head Universal Banker acts as a branch subject matter expert and flexes to meet coverage needs. The role also provides working leadership and technical guidance to peers, supports leadership coverage, contributes feedback on sales and service processes, and assists with cash and vault operations as needed. It executes financial transactions according to bank policies and procedures, maintains an acceptable daily drawer-balancing record, and promotes a welcoming, collaborative branch environment while protecting client and bank assets through compliance and sound risk judgment.
Requirements
- 2–4 years of relevant experience.
- Experience with face-to-face customer service, digital engagement, and basic sales or referrals.
- 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 may be required.
Nice To Haves
- Sales experience desired.
- Retail experience preferred.
Responsibilities
- Lead, coach, mentor, and support Universal Bankers and Tellers by modeling service behaviors and providing guidance on sales, service, compliance, digital capabilities, transaction processes, and priorities.
- Guide clients and team members in the branch, support complex transactions, and provide an exceptional client experience.
- Monitor day-to-day operations and champion risk and control, complying with policies and supporting the Branch Manager.
- Present products and services, educate clients about available access channels, and convert service requests into sales or referrals when appropriate.
- Act as a subject matter expert for the branch and remain flexible to meet branch coverage needs.
- Learn new and existing products and demonstrate a positive, customer-first attitude.
- Resolve account service issues, customer inquiries, complaints, and complex client needs promptly and effectively, involving relevant partners or senior leaders as needed.
- Greet and engage clients on the bank floor and in the lobby to identify sales, service, and financial needs and demonstrate digital capabilities.
- Use branch marketing tools and digital technology to present product offers and financial solutions to existing and prospective clients.
- Connect clients to appropriate partners, including financial advisors and mortgage specialists, as needed.
- Direct clients to self-service channels, assist them with self-service when needed, and encourage use of digital channels and branch technology.
- Own client follow-up items through completion or hand them off appropriately, and work harmoniously with team members.
- Deliver welcoming, attentive service by listening to clients, using their names when possible, ensuring their needs are met, and valuing their time.
- Execute financial transactions in accordance with bank policies and procedures and maintain an acceptable record in daily drawer balancing.
- Foster teamwork and a warm, friendly 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.
- Manage cash supplies and incoming and outgoing cash shipments and vault cash as needed, including buying and selling cash with branch tellers and ATMs and using teller NBS and cash recycler systems.
- Promote and participate in branch incentive, sales, and service programs consistent with Citi business goals.
- Provide working leadership, assign work, and offer technical guidance to peer Universal Bankers or Tellers when needed.
- Assist with leadership coverage by leading by example and provide management with feedback on ways to enhance sales processes and service delivery.
- Assess risk in business decisions, safeguard the firm's reputation and assets, apply sound ethical judgment, comply with applicable laws 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 may be available to eligible employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
