Head Universal Banker, Mission Viejo Branch
About The Position
The Head Universal Banker is a branch leadership role responsible for providing 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 maintenance, replacement card orders, disputes, account openings, and credit card sales. It also leads, coaches, and mentors team members; champions risk and control; supports lobby leadership; and helps ensure consistent client and team experiences aligned with bank standards. The position engages clients in the branch to identify service and sales needs, explain products and digital self-service capabilities, resolve issues, and connect clients with appropriate specialists. It serves as a subject matter expert and flexes according to branch coverage needs. Duties may also include cash and vault management, incoming and outgoing cash shipments, and assisting with teller and ATM cash needs. The Head Universal Banker follows bank policies and regulatory requirements while supporting the Branch Manager and leadership team.
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.
Responsibilities
- Lead, coach, and support Universal Bankers and Tellers by modeling excellent service 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, ensuring compliance with policies and 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 adjust duties to meet branch coverage needs.
- Learn and communicate product features, benefits, and fees using sales aids.
- Resolve account service issues and customer inquiries promptly and effectively.
- Engage clients on the bank floor and in the lobby to identify financial needs, explain digital capabilities, and recommend appropriate 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.
- Take ownership of client problems and complaints through effective resolution and follow-up.
- Direct clients to self-service channels and provide assistance with self-service when needed.
- Complete follow-up items or hand them off to the appropriate individuals, collaborating with team members.
- Deliver welcoming, friendly service, listen to clients, address their questions, and ensure their needs are met during transactions.
- Execute financial transactions according to bank policies and procedures while maintaining acceptable daily drawer-balancing records.
- Promote a warm, welcoming environment and foster teamwork to support a positive customer experience.
- 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, as needed, incoming and outgoing cash shipments, vault cash, and cash buying and selling with Tellers and ATMs; use teller NBS systems and cash recyclers to assist customers.
- Promote and participate in branch incentive and sales and service programs aligned with Citi business goals.
- Provide working leadership, assign work, and offer technical guidance to peer Universal Bankers or Tellers when needed.
- Provide leadership coverage by leading by example and 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 tools.
- 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 insurance
- Accident insurance
- Disability insurance
- Wellness programs
- Paid vacation
- Paid sick leave
- Paid holidays
- Eligible employees may receive discretionary and formulaic incentive and retention awards.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
