Head Universal Banker, Escondido Branch

Citi•Escondido, CA

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—including deposits, payments, address changes, replacement card orders, and disputes—and sales activities such as opening accounts and offering credit cards. It also leads, coaches, and mentors team members, champions risk and control, drives lobby leadership, and promotes consistent client and team experiences aligned with bank standards. The position serves as a subject matter expert for the branch, supports complex transactions and client issues, and adjusts duties based on branch coverage needs. It engages clients in the lobby, identifies financial needs, promotes products and services, and educates clients on digital and self-service channels. The role also provides working leadership to Universal Bankers and Tellers, supports branch operations and cash management as needed, and ensures that transactions and business decisions comply with applicable policies, controls, and regulations.

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.

Nice To Haves

Sales experience desired.
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, support complex transactions, and ensure an exceptional client experience.
Monitor day-to-day operations and champion risk and control while supporting the Branch Manager.
Present products and services, proactively educate clients about available access channels, and convert appropriate service requests into sales or referrals.
Serve as a branch subject matter expert and remain flexible based on branch coverage needs.
Learn new and existing products and explain product features, benefits, and fees to clients.
Resolve account service issues and customer inquiries promptly and effectively.
Use knowledge of clients’ accounts and banking relationships, applying sound judgment with customers and transactions.
Greet and engage clients on the bank floor to identify sales and service needs and demonstrate digital capabilities.
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, as needed.
Take ownership of client problems and complaints through effective resolution and follow-up.
Recognize client transaction needs, direct clients to self-service channels, and assist them in using those channels.
Educate clients about online, mobile, ATM, and other available self-service capabilities and encourage their use.
Ensure follow-up items are completed or handed off appropriately and work harmoniously with team members.
Deliver a welcoming, attentive client experience, listen to client questions and concerns, and ensure needs are met before transactions conclude.
Execute financial transactions in accordance with bank policies and procedures and maintain an acceptable daily drawer-balancing record.
Foster teamwork and a warm, friendly environment for customers and employees.
Execute service transactions and sales referral routines to deepen client relationships.
Comply with Citi policies, 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 goals.
Provide working leadership to peer Universal Bankers and Tellers, including assigning work and providing 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 and priorities, streamlined sales and service, client problem resolution, and effective use of digital technology.
Resolve complex client issues and connect with relevant specialists or senior leaders as needed.
Assess risk in business decisions, safeguard Citi, client, and firm assets and reputation, 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 time off, including vacation and sick leave
Paid holidays
Eligible employees may receive discretionary and formulaic incentive and retention awards