Head Universal Banker, Whittier- Whittwood Mall Branch

Citi • Whittier, CA

3d • $53,670 - $70,030 • 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 performs 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 leads, coaches, and mentors team members, champions risk and control, provides lobby leadership, and helps ensure consistent client and employee experiences aligned with bank standards.

This position serves as a branch subject matter expert and adapts to coverage needs. It supports clients with complex transactions and issues, promotes products and services, educates clients about digital and self-service channels, and connects clients to appropriate specialists. It also provides working leadership to Universal Bankers and Tellers, supports branch operations and cash management as needed, and complies with Citi policies, controls, 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-oriented approach 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, modeling strong service behaviors and providing guidance on sales, service, compliance, digital capabilities, transaction processes, and priorities.
• Guide clients and team members in the branch, assist with complex transactions, and deliver an exceptional client experience.
• Monitor day-to-day operations and champion risk and control, complying with applicable policies and supporting the Branch Manager and leadership team.
• Present products and services, identify client needs, convert service requests into appropriate sales or referrals, and participate in branch sales and service programs.
• Educate clients on digital and self-service capabilities, demonstrate available channels and technology, and assist clients with self-service as needed.
• Resolve client account-service issues, complaints, and complex needs promptly and effectively; connect clients with relevant specialists or senior leaders when appropriate.
• Build rapport with clients by greeting them warmly, listening carefully, using their names when possible, addressing their questions, and ensuring their needs are met before concluding transactions.
• Execute service transactions and sales referral routines, including deposits, payments, address changes, replacement card orders, disputes, account openings, and credit card offerings.
• Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable daily drawer-balancing record.
• Maintain ownership of client issues and follow-up items, ensuring they are completed or handed off appropriately and coordinating effectively with team members.
• Create a welcoming environment for customers and employees and foster teamwork in the branch.
• Act as a branch subject matter expert and remain flexible to meet branch coverage needs.
• Use branch marketing tools and digital technology to present product offers and financial solutions to current and prospective clients.
• Manage cash supply 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.
• Provide working leadership and guidance to peer Universal Bankers or Tellers, including assigning work and offering technical guidance when needed.
• Provide coverage for the leadership team, lead by example, and give management feedback on ways to improve sales processes and service delivery.
• Assess risk in business decisions, safeguard the firm, clients, and assets, apply sound ethical judgment, comply with laws and policies, 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 and sick leave
• 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