Head Universal Banker, Post Street Branch

Citi • San Francisco, CA

2d • $56,500 - $73,700 • Onsite

About The Position

The Head Universal Banker is a leadership role responsible for exceptional service to internal and external customers while guiding and supporting the branch team. The role executes 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, and drives lobby leadership to ensure consistent client and team experiences aligned with the bank’s standards.

The position provides client guidance, supports complex transactions, resolves complaints and account service issues, and connects clients with appropriate specialists. The Head Universal Banker promotes products, referrals, and digital and self-service channels, while helping clients use available branch technology. The role may also support cash management and shipments, maintain vault cash, and assist with teller and ATM cash needs. It provides working leadership to peer Universal Bankers and Tellers, supports branch leadership coverage, and contributes feedback on sales processes and service delivery.

The role is based at Citi’s Post Street Branch in San Francisco, California. The stated good-faith schedule is Monday through Friday, 8:30 a.m. to 5:30 p.m., subject to change based on business needs. The listed full-time salary range is $56,500 to $73,700. Eligible employees may also receive incentive or retention awards and benefits.

Requirements

• 2–4 years of relevant experience.
• Experience with face-to-face customer service, digital engagement, and basic sales or referrals.
• 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.
• Ability to approach and engage clients in the branch lobby; the role may require standing 60–70% of the workday.

Nice To Haves

• Sales experience desired.
• Retail experience preferred.

Responsibilities

• Lead, coach, mentor, and support Universal Bankers and Tellers, modeling excellent service and providing guidance on sales, service, compliance, digital capabilities, and transaction processes.
• Guide clients and team members in the branch, support complex transactions, and provide an exceptional client experience.
• Monitor day-to-day branch operations, champion risk and control, comply with applicable policies, and support the Branch Manager and leadership team.
• Present products and services, identify client needs, convert service requests into sales or referrals, and participate in branch sales and service incentive programs.
• Educate clients on digital and self-service options, demonstrate available capabilities, and assist clients in using those channels.
• Use branch marketing tools and digital technology to present product offers and financial solutions.
• Connect clients with appropriate partners or specialists, including financial advisers and mortgage specialists.
• Take ownership of client complaints and service issues, resolve them promptly, and ensure follow-up items are completed or handed off appropriately.
• Execute service transactions and sales, including deposits, payments, account changes, replacement card orders, disputes, account openings, and credit card referrals or sales.
• Execute financial transactions in accordance with bank procedures and maintain an acceptable daily drawer-balancing record.
• Support cash needs and cash shipments, maintain vault cash, and buy or sell cash with branch Tellers and ATMs as needed.
• Create a welcoming environment for customers and employees, foster teamwork, and assist other tellers as needed.
• Provide working leadership and technical guidance to peers through assignment of work and support with complex client needs.
• Provide feedback to management on ways to improve sales processes and service delivery.
• Assess risk in business decisions, safeguard client and bank assets, apply sound ethical judgment, and transparently escalate, manage, and report control issues.

Benefits

• Medical insurance
• Dental insurance
• Vision coverage
• 401(k)
• Life, accident, and disability insurance
• Wellness programs
• Paid time off, including vacation, sick leave, and 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