Head Universal Banker, Daly City Westlake Branch
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 and sales, including deposits, payments, account changes, replacement card orders, disputes, account openings, and credit card sales. It also leads, coaches, and mentors team members, champions risk and control, leads activity in the lobby, and ensures client and team experiences meet the bank’s standards. The Head Universal Banker guides clients and coworkers through complex transactions, resolves customer inquiries and complaints, and connects clients with appropriate specialists. The role promotes the bank’s products, services, and digital self-service channels, while using branch marketing tools and technology to identify client needs and present solutions. It may also include managing branch cash and shipments, maintaining vault cash, and assisting with teller and ATM cash needs. This position provides working leadership and guidance to Universal Bankers and Tellers, supports leadership coverage, and fosters teamwork and a welcoming branch environment. It performs financial transactions in accordance with bank policies and procedures, maintains accurate drawer balancing, and helps safeguard customer and bank assets by following applicable policies, controls, laws, and regulations.
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 stand for approximately 60–70% of the workday.
Nice To Haves
- Sales experience desired.
- Retail experience preferred.
- Good leadership skills and the ability to motivate others.
Responsibilities
- Lead, coach, mentor, and support Universal Bankers and Tellers by modeling strong service behaviors and providing guidance on sales, service, compliance, digital capabilities, and transaction processes.
- Guide clients and team members through complex transactions and provide an exceptional client experience.
- Monitor day-to-day branch operations and champion risk and control while supporting the Branch Manager.
- Present products and services, educate clients about available access channels, and identify opportunities to convert service requests into sales or referrals.
- Act as a branch subject matter expert and adapt to branch coverage needs.
- Learn and communicate product features, benefits, and fees using sales aids.
- Resolve account service issues, customer inquiries, complaints, and complex client needs promptly and effectively; connect with relevant specialists or senior leaders when needed.
- Greet and engage clients on the branch floor and lobby to identify sales and service needs, demonstrate digital capabilities, and understand financial needs.
- Use branch marketing tools and digital technology, such as sales walls, tablets, smartphones, workbenches, and iPads, to present product offers and financial solutions.
- Connect clients to appropriate partners, including financial advisors and mortgage specialists, as needed.
- Direct clients to self-service channels and assist them with self-service when needed; promote use of online, mobile, ATM, TCR, and Teller Assist Unit capabilities where applicable.
- Own client follow-up items through completion or handoff to appropriate individuals and collaborate harmoniously with team members.
- Deliver a welcoming, friendly, and respectful client experience, listen to client concerns, and ensure needs are met before concluding transactions.
- Execute financial transactions in accordance with bank policies and procedures and maintain an acceptable daily drawer-balancing record.
- Assist other tellers, show initiative and empathy, and proactively prevent and handle client problems.
- Foster teamwork and a warm, welcoming branch environment for customers and employees.
- Execute service transactions, 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 or sell cash with branch tellers and ATMs as needed; use the teller NBS system and cash recycler to assist customers.
- Promote and participate in branch incentive and 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.
- Assess risk in business decisions, safeguard the firm’s reputation and assets, comply with applicable laws, rules, regulations, and policies, use 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
