Head Universal Banker, Rancho Cucamonga Branch

Citi • Rancho Cucamonga, CA

4d • $49,900 - $65,100 • 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 executes 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, provides lobby leadership, and helps ensure client and team experiences align with the bank’s standards.

The position serves as a subject matter expert for the branch, supports complex transactions and client issues, and adapts to branch coverage needs. It promotes the bank’s products, services, and digital channels, connects clients with appropriate specialists, and takes ownership of resolving client concerns. The role may include cash-supply and shipment responsibilities, vault cash management, and assisting with teller and ATM cash needs. It provides working leadership and guidance to Universal Bankers and Tellers and supports the leadership team as needed.

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 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, and support Universal Bankers and Tellers by modeling excellent service behaviors and mentoring them 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, champion risk and control, ensure compliance with policies, and support the Branch Manager.
• Present products and services, educate clients about available access channels, and proactively identify opportunities to meet client needs.
• Remain a branch subject matter expert and adapt to position and coverage needs.
• Learn new and existing products using sales aids and demonstrate a positive, customer-first attitude.
• Resolve account service issues and respond promptly and effectively to customer inquiries.
• Use sound judgment based on knowledge of clients’ accounts and banking relationships.
• Greet and engage clients on the branch floor and lobby to identify sales and service needs, demonstrate digital capabilities, and appropriately convert service requests into sales or referrals.
• Use branch marketing tools and digital technology to present product offers and financial solutions.
• Connect clients to appropriate partners, including financial advisers and mortgage specialists, as needed.
• Take ownership of client problems and resolve complaints promptly and effectively.
• Recognize client transaction needs, direct clients to self-service channels, and assist them with self-service when needed.
• Educate clients about self-service capabilities and encourage use of online, mobile, ATM, and other applicable channels.
• Ensure follow-up items are completed or handed off appropriately and work effectively with team members.
• Deliver a warm, friendly, and welcoming client experience, including greeting clients courteously and thanking them for their business.
• Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable daily drawer-balancing record.
• Listen to clients, address their questions and 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 a welcoming environment for customers and employees.
• 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 incoming and outgoing cash shipments, maintain vault cash, and buy and sell cash with branch tellers and ATMs as needed; use teller NBS and cash recycler systems to assist customers.
• Promote and participate in branch incentive, sales, and service programs consistent with Citi business goals.
• Provide working leadership, assign work, and offer technical guidance to peer Universal Bankers or Tellers when needed.
• Provide leadership-team coverage by leading by example.
• Give management feedback on ways to improve sales processes and service delivery.
• Coach and educate Universal Bankers or Tellers on digital capabilities, transaction processes and priorities, streamlined sales and service, digital-first practices, 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, rules, regulations, and policies, exercise sound ethical judgment, and transparently escalate, manage, and report control issues.

Benefits

• Medical, dental, and 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