Head Universal Banker - Pelham Manor Branch

Citi • Pelham Manor, NY

1d • $56,500 - $73,700 • Onsite

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 updates, replacement card orders, disputes, account openings, and credit card sales. It leads, coaches, and mentors Universal Bankers and Tellers; supports complex client needs; champions risk and control; and helps ensure consistent client and team experiences aligned with Citi’s standards.

The position engages clients on the branch floor and in the lobby, identifies financial needs, presents relevant products and services, and educates clients on digital and self-service options. It takes ownership of client issues, provides effective resolutions, connects clients with appropriate specialists, and supports branch operations, including cash management as needed. The Head Universal Banker also provides working leadership and coverage, contributes feedback to management, and promotes a welcoming, collaborative branch environment while complying with applicable policies and controls.

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 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.

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 through complex transactions and provide an exceptional client experience.
• Monitor day-to-day operations, champion risk and control, and support the Branch Manager in ensuring compliance with policies.
• Present products and services, educate clients about available access channels, and identify opportunities to convert service requests into sales or referrals.
• Serve as a branch subject matter expert and flex to meet branch coverage needs.
• Learn product features, benefits, and fees and demonstrate a positive, customer-first attitude.
• Resolve account service issues and customer inquiries promptly and effectively.
• Use knowledge of client accounts and banking relationships, applying sound judgment with customers and transactions.
• Greet and engage clients on the bank floor and in the lobby to identify and address sales and service needs; demonstrate digital capabilities and financial solutions.
• Use branch marketing tools and digital technology to present product offers and financial solutions.
• Connect clients with appropriate partners, including financial advisers and mortgage specialists, as needed.
• Take ownership of client complaints and problems through effective resolution and ensure follow-up items are completed or handed off appropriately.
• Direct clients to self-service channels and assist them with using those channels as needed.
• Foster teamwork and a warm, welcoming environment for customers and employees.
• Execute service transactions and sales and referral routines to deepen client relationships.
• Execute financial transactions in accordance with bank policies and procedures and maintain an acceptable daily drawer-balancing record.
• Ensure clients' needs are met before concluding transactions and assist other tellers while proactively preventing and addressing client problems.
• Comply with Citi policies, standards, operational controls, and legal, corporate, and regulatory procedures to protect customer and bank assets.
• Manage branch cash supply and incoming and outgoing cash shipments, maintain vault cash, and buy or sell cash with 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 business goals.
• Provide working leadership and guidance to peer Universal Bankers or Tellers, including assigning work and providing technical guidance when needed.
• Provide leadership-team coverage by leading 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 and priorities, streamlined sales and service, digital-first service, client problem resolution, and effective use of digital technologies.
• Resolve complex client issues or needs and involve 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 planned vacation, unplanned sick leave, and 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