Head Universal Banker - Bethesda Branch

Citi•Bethesda, MD

1d•$53,670 - $70,030•Onsite

About The Position

The Head Universal Banker is a branch leadership role responsible for exceptional service delivery to internal and external customers while guiding and supporting the branch team. The role performs service transactions and sales, including deposits, payments, account maintenance, replacement card orders, disputes, account openings, and credit card sales. It also leads, coaches, and mentors Universal Bankers and Tellers; supports complex transactions and client issues; champions risk and control; and helps deliver client and team experiences aligned with the bank’s standards. The position engages clients in the branch, identifies sales and service needs, educates them about products and digital and self-service channels, and connects them with appropriate specialists. It promotes teamwork, sound transaction practices, compliance, and complete resolution of client concerns. The Head Universal Banker may provide working leadership and technical guidance to peers, support branch leadership coverage, and assist with cash and vault operations according to business needs. The role may require standing 60–70% of the workday.

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 60–70% of the workday may be required.

Nice To Haves

Sales experience desired.
Retail experience preferred.

Responsibilities

Lead, coach, and support Universal Bankers and Tellers by modeling strong service behaviors and mentoring them on sales, service, and compliance routines.
Guide clients and team members in the branch, assist with complex transactions, and support an exceptional client experience.
Monitor day-to-day operations and champion risk and control while 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 adapt to branch coverage needs.
Learn and communicate product features, benefits, and fees using sales aids.
Resolve account service issues and customer inquiries promptly and effectively.
Understand clients’ accounts and relationships with the bank and use sound judgment in customer interactions and transactions.
Greet and engage clients on the branch floor and 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 ensure prompt, effective resolution and satisfaction.
Identify clients’ transaction needs, direct them to self-service channels, and provide assistance with self-service as needed.
Educate clients about self-service and digital channels, including online, mobile, ATM, and other available branch technologies.
Complete follow-up items or hand them 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 and maintain an acceptable daily drawer-balancing record.
Listen carefully to clients, address their questions and problems, and ensure their needs are met before concluding transactions.
Show initiative and empathy, proactively prevent and address client problems, and assist other tellers.
Foster teamwork and create a warm, 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.
As needed, manage cash supplies and incoming and outgoing cash shipments, maintain vault cash, and buy and sell cash with branch 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, assign work, and give technical guidance to peer Universal Bankers and Tellers 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 and priorities, streamlined sales and service, digital-first practices, client problem resolution, and effective use of digital technology.
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, 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
Eligible employees may receive discretionary and formulaic incentive and retention awards