Head Universal Banker - Park Ridge Branch

Citi•Park Ridge, IL

1d•$49,900 - $65,100•Onsite

About The Position

The Head Universal Banker is a leadership role responsible for providing exceptional service to internal and external customers while guiding and supporting the branch team. The position 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 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 role engages clients on the branch floor, identifies their sales and service needs, educates them about products and digital self-service channels, and resolves account issues and complaints. It also provides guidance on complex transactions, connects clients with appropriate specialists, and supports branch operations, including cash management when needed. The Head Universal Banker acts as a subject matter expert and may adjust duties based on branch coverage needs.

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 desired.
Retail experience preferred.

Responsibilities

Lead, coach, and support Universal Bankers and Tellers by modeling excellent service behaviors and mentoring them on sales, service, and compliance routines.
Guide clients and team members in the branch, provide support with complex transactions, and help ensure an exceptional client experience.
Monitor day-to-day operations, champion risk and control, comply with applicable policies, and support the Branch Manager.
Present products and services, educate clients about available access channels, and proactively convert service requests into sales or referrals where appropriate.
Act as a branch subject matter expert and remain flexible based on branch coverage needs.
Learn new and existing products through sales aids and demonstrate a positive, customer-first attitude.
Resolve account service issues and respond promptly and effectively to client inquiries.
Use knowledge of clients’ accounts and business with the bank and apply sound judgment in customer interactions and transactions.
Greet and interact with clients on the bank floor to identify and address sales and service needs.
Use branch marketing tools and digital technology to present product offers and financial solutions to existing and potential clients.
Connect clients with appropriate partners, including financial advisors and mortgage specialists, as needed.
Take ownership of client problems and resolve complaints and issues promptly and effectively.
Recognize clients’ transaction needs, direct them to self-service channels, and assist them with self-service when needed.
Educate clients about self-service capabilities and encourage use of digital service channels.
Own follow-up items or hand them off to appropriate individuals, and work harmoniously with team members.
Welcome clients warmly, use their names when possible, and thank them for doing business with Citi.
Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable daily drawer-balancing record.
Listen to clients, assist with their questions or problems, and ensure their needs are met without making them feel rushed.
Show initiative and empathy, prevent and handle client problems proactively, 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 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, maintain vault cash, and buy or sell cash with branch Tellers and ATMs as needed.
Promote and participate in branch incentive and sales and service programs consistent with Citi business plan goals.
Provide working leadership and guidance to peer Universal Bankers or Tellers, including assigning work and offering 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 or Tellers on digital capabilities, transaction processes and priorities, streamlined sales and service, 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, consider the firm’s reputation and the safeguarding of Citi, client, and firm assets, comply with applicable laws and policies, apply 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