Head Universal Banker - Clarendon Branch

Citi • Arlington, VA

1d • $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. It 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.

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.

Nice To Haves

• Sales experience.
• Retail experience.

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling service behaviors and mentoring on sales, service, and compliance routines.
• Guide clients and team members in the branch, assist with complex transactions, and ensure an exceptional client experience.
• Monitor day-to-day operations, champion risk and control, ensure policy compliance, and support the Branch Manager.
• Present products and services, educate clients about available access channels, and use sound sales and service skills.
• Act as a branch subject matter expert and adapt to position and coverage needs.
• Learn new and existing products using sales aids and maintain a positive, customer-first approach.
• Resolve account service issues and respond to customer inquiries promptly and effectively.
• Use knowledge of clients’ accounts and banking relationships, applying sound judgment in customer interactions and transactions.
• Greet and engage clients on the bank floor to identify sales and service needs and convert service requests into sales or referrals when appropriate.
• Approach and engage clients in the lobby, demonstrate digital capabilities, and identify 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.
• Take ownership of client problems and resolve complaints and issues promptly and effectively.
• Identify transaction needs, direct clients to self-service channels, and provide assistance with self-service as needed.
• Educate clients about self-service capabilities and encourage use of digital 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 in accordance with bank policies and procedures while maintaining an acceptable daily drawer-balancing record.
• Listen carefully to clients, assist with questions and 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 welcoming environment for customers and employees.
• Execute service transactions, sales, and referral routines to deepen client relationships.
• Comply with Citi policies, standards, operational controls, and legal, corporate, and regulatory procedures to protect customer and bank assets.
• Manage cash supplies and cash shipments, maintain vault cash, and buy or sell cash with branch tellers and ATMs as needed; use teller NBS and cash recycler systems to assist customers.
• Promote and participate in branch incentive, sales, and service programs consistent with Citi’s business goals.
• Provide working leadership and guidance to peer Universal Bankers or Tellers, including work assignments and technical guidance when needed.
• Provide leadership-team coverage and lead by 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, priorities, streamlined sales and service, digital-first practices, client problem resolution, and effective use of digital technologies.
• Resolve complex client issues and connect with relevant specialists or senior leaders as needed.
• Assess risk in business decisions, protect 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, 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: Entry Level
• Education Level: High school or GED