Head Universal Banker - Merrifield Branch

Citi • Falls Church, VA

3d • $53,670 - $70,030 • 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 role 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 also leads, coaches, and mentors team members; champions risk and control; provides lobby leadership; and ensures client and team experiences align with bank standards.

The position serves as a subject matter expert and provides support with complex transactions and client issues. The Head Universal Banker engages clients in the branch, identifies their financial needs, presents relevant products and services, promotes digital and self-service channels, and connects clients with appropriate specialists. The role also supports branch operations, including cash management when needed, and helps maintain compliance with bank policies, operational controls, and applicable legal and regulatory requirements.

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.
• Retail experience.

Responsibilities

• Lead, coach, mentor, and support Universal Bankers and Tellers by modeling service behaviors and providing guidance on sales, service, compliance, digital capabilities, transaction processes, and priorities.
• Guide clients and team members in the branch, support complex transactions, and ensure an exceptional client experience.
• Champion risk and control by monitoring daily operations, ensuring compliance with policies, supporting the Branch Manager, and escalating, managing, and reporting control issues transparently.
• Present products and services, educate clients about available access channels, and proactively convert service requests into sales or referrals.
• Act as a branch subject matter expert and remain flexible to support branch coverage needs.
• Learn new and existing products using sales aids and demonstrate a positive, customer-first attitude.
• Resolve account service issues and customer inquiries promptly and effectively.
• Use knowledge of clients' accounts and banking relationships, exercising sound judgment in customer interactions and transactions.
• Greet and engage clients on the bank floor and in the lobby to identify sales, service, and financial needs and demonstrate digital capabilities.
• Use branch marketing tools and digital technology to present product offers and financial solutions.
• Connect clients with appropriate partners or specialists, including through video conferencing when applicable.
• Take ownership of client problems and complaints, resolve them promptly, and ensure client satisfaction.
• Recognize clients' transaction needs, direct them to self-service channels, and assist them with self-service as needed.
• Encourage use of digital service channels, including online, mobile, and ATM services.
• Complete follow-up items or hand them off appropriately, and work harmoniously with multiple team members.
• Welcome clients warmly, use their names when possible, and thank them for doing business with Citi.
• Execute financial transactions according to bank policies and procedures while maintaining an acceptable daily drawer-balancing record.
• Listen carefully to clients, address their questions or problems, and ensure their needs are met before concluding transactions.
• Show initiative and empathy, proactively prevent and handle client problems, and assist other tellers.
• Foster teamwork and create a warm, welcoming environment for customers and employees.
• Execute service transactions and sales and referral routines to deepen client relationships.
• Comply with Citi 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 and 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 technical guidance to peer Universal Bankers or Tellers, including assigning work when needed.
• Provide leadership coverage by leading by example.
• Give management feedback on ways to improve sales processes and service delivery.
• 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 protection of Citi and client assets, apply sound ethical judgment, and comply with applicable laws, rules, regulations, and policies.

Benefits

• Medical coverage.
• Dental coverage.
• Vision coverage.
• 401(k).
• Life, accident, and 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED