Head Universal Banker, Los Angeles - Wilshire Westwood Branch

Citi•Los Angeles, CA

4d•$53,670 - $70,030•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—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, guides lobby activity, and helps ensure consistent client and team experiences aligned with bank standards. The position serves as a subject matter expert and provides support for complex transactions and client issues. It combines client-facing sales and service with transaction processing, digital-channel education, compliance, operational controls, and working leadership of Universal Bankers and Tellers. The role may flex to meet branch coverage needs and may include cash and vault management duties based on business demand.

Requirements

2–4 years of relevant experience.
Experience with face-to-face customer service, digital engagement, and basic sales or referrals.
Open, 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.

Nice To Haves

Sales experience desired.
Retail experience preferred.

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 in the branch, assist with complex transactions, and support an exceptional client experience.
Monitor day-to-day operations, champion risk and control, ensure compliance with policies, and support the Branch Manager.
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 adjust responsibilities according to branch coverage needs.
Learn product features, benefits, and fees using sales aids, and demonstrate a positive, customer-first approach.
Resolve account service issues and respond to client inquiries promptly and effectively.
Use knowledge of clients’ accounts and relationships with the bank, exercising sound judgment in customer interactions and transactions.
Greet and engage clients on the bank floor and in the lobby to identify sales and service needs and demonstrate digital capabilities.
Use branch marketing tools and digital technology to present product offers and financial solutions to current and prospective clients.
Connect clients with appropriate partners, including financial advisors and mortgage specialists, as needed.
Take ownership of client problems and complaints, resolve them promptly, and ensure client satisfaction with the resolution.
Recognize clients’ transaction needs, direct them to self-service channels, and assist with self-service when needed.
Educate clients about and encourage use of online, mobile, ATM, and other available digital or self-service channels.
Track follow-up items through completion or hand them off appropriately, while working effectively 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 to clients, answer questions, address problems, and ensure their needs are met without making them feel rushed.
Show initiative and empathy, proactively prevent and handle client problems, and assist other tellers.
Foster teamwork and a welcoming, friendly environment for customers and employees.
Execute service transactions and sales or 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 or outgoing cash shipments and vault cash as required by business demand; buy and sell cash with branch tellers and ATMs as needed, using teller NBS and cash recycler systems to assist customers.
Promote and participate in branch incentive, sales, and service programs consistent with Citi business-plan goals.
Provide working leadership, assign work, and offer technical guidance to peer Universal Bankers and Tellers when needed.
Provide coverage for the leadership team 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, a digital-first approach, client problem resolution, and effective use of digital technologies.
Resolve complex client issues or needs 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, 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 planned vacation and unplanned sick leave
Paid holidays
Eligible employees may receive discretionary and formulaic incentive and retention awards