Head Universal Banker - Hoboken Branch

Citi•Hoboken, NJ

15h•$56,500 - $73,700•Onsite

About The Position

The Head Universal Banker is a leadership role responsible for exceptional service delivery 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 credit cards. It also leads, coaches, and mentors team members, champions risk and control, drives lobby leadership, and supports consistent client and team experiences aligned with bank standards. The position provides clients and colleagues with guidance on complex transactions, resolves service issues and complaints, and connects clients with appropriate partners. The Head Universal Banker promotes products and services, identifies client needs, encourages use of digital and self-service channels, and demonstrates available digital capabilities. The role may also provide working leadership and coverage for branch leaders, guide peers in daily work, and support branch cash and vault operations as needed. The position requires a strong client-first approach, sound judgment, compliance with bank policies and controls, and effective collaboration with branch team members. It may require standing for 60–70% of the workday.

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.
Ability to stand for 60–70% of the workday.

Nice To Haves

Sales experience desired.
Retail experience.

Responsibilities

Lead, coach, mentor, and support Universal Bankers and Tellers by modeling excellent service behaviors and guiding sales, service, and compliance routines.
Guide clients and team members in the branch, support complex transactions, and help ensure an exceptional client experience.
Monitor day-to-day operations and champion risk and control, ensuring compliance with policies and supporting the Branch Manager.
Present products and services, proactively educate clients about access channels, and identify opportunities to convert service requests into sales or referrals.
Act as a branch subject matter expert and remain flexible to meet 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 sound judgment based on knowledge of clients’ accounts and banking relationships.
Greet and engage clients on the bank floor and in the lobby to identify and address sales, service, and financial needs, including demonstrating digital capabilities.
Use branch marketing tools and digital technology to present product offers and financial solutions to existing and potential clients.
Connect clients to appropriate partners, including financial advisors and mortgage specialists, as needed.
Take ownership of client problems and complaints and resolve them promptly and effectively.
Recognize clients’ transaction needs, direct them to appropriate self-service channels, and provide assistance using those channels when needed.
Educate clients about digital and self-service capabilities and encourage use of channels such as online banking, mobile banking, ATMs, and applicable branch technologies.
Ensure follow-up items are completed or handed off appropriately and work harmoniously with team members.
Deliver a welcoming, friendly experience by greeting clients, using their names when possible, listening to their questions, and ensuring their needs are met without rushing them.
Execute financial transactions in accordance with bank policies and procedures and maintain an acceptable daily drawer-balancing record.
Foster teamwork and a warm, 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 or sell cash with branch tellers and ATMs as needed; use teller NBS systems and cash recyclers to assist customers.
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 through work assignments and technical guidance 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 routines, 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, consider the firm’s reputation and the protection of Citigroup, client, and other assets, 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
Discretionary and formulaic incentive and retention awards may be available to eligible employees