Head Universal Banker - Eastchester Branch

Citi•Eastchester, NY

4d•$56,500 - $73,700•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 role executes service transactions such as deposits, payments, address changes, replacement card orders, and disputes, as well as sales activities including opening accounts and offering credit cards. The Head Universal Banker also leads, coaches, and mentors team members, champions risk and control, provides lobby leadership, and helps ensure consistent client and team experiences aligned with the bank’s standards. The position serves as a branch subject matter expert and remains flexible to meet coverage needs. It involves guiding clients and colleagues through complex transactions, identifying client needs, recommending products and services, promoting digital and self-service channels, and resolving client issues. The role may include managing branch cash supplies and shipments, maintaining vault cash, and supporting teller and ATM cash needs. The Head Universal Banker provides working leadership and guidance to Universal Bankers and Tellers, supports branch leadership coverage, and helps improve sales processes and service delivery.

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.
Good leadership skills and the ability to motivate others.

Nice To Haves

Sales experience desired.
Retail experience preferred.

Responsibilities

Lead, coach, and support Universal Bankers and Tellers by modeling service behaviors and mentoring them on sales, service, and compliance routines.
Guide clients and team members in the branch, support complex transactions, and help ensure an exceptional client experience.
Monitor day-to-day operations and champion risk and control while 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 remain flexible based on branch coverage needs.
Learn new and existing products using sales aids 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 banking relationships, applying sound judgment in customer interactions and transactions.
Greet and engage clients on the bank floor and in the lobby to identify sales and service needs, demonstrate digital capabilities, and assess 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, when needed.
Take ownership of client problems and complaints and resolve them promptly and effectively.
Identify clients’ transaction needs, direct them to self-service channels, and assist them with those channels as needed.
Educate clients on self-service capabilities and encourage use of online, mobile, ATM, and other available digital or self-service channels.
Ensure follow-up items are completed or handed off appropriately and work harmoniously with team members.
Welcome clients warmly, use their names when possible, and thank them for their business.
Execute financial transactions according to bank policies and procedures while maintaining an acceptable daily drawer-balancing record.
Listen carefully to clients, answer questions, address problems, and ensure their needs are met before concluding transactions.
Show initiative and empathy, proactively prevent and handle client problems, and assist other tellers.
Foster teamwork and create a warm, welcoming environment for customers and employees.
Execute service transactions and sales referral routines to deepen client relationships.
Comply with Citibank policies, standards, operational controls, and legal, corporate, and regulatory procedures to safeguard customer and bank assets.
Manage branch cash supplies and, as needed, incoming and outgoing cash shipments, vault cash, and cash transactions with tellers and ATMs; use teller NBS systems and cash recyclers 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 and Tellers, including assigning work and offering technical guidance when needed.
Provide leadership-team coverage by leading through example.
Give management 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 processes, digital-first practices, 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, use 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