Job Description

Overview The Head Universal Banker is a leadership role responsible for providing exceptional service delivery to our internal and external customers while guiding and supporting the branch team. This role executes service transactions (e.g., deposits, payments, address changes, replacement card orders, disputes) and sales (including opening accounts, credit cards) while leading, coaching, and mentoring team members. The Head Universal Banker champions risk and control, drives lobby leadership, and ensures consistent delivery of client and team experiences aligned with the bank’s standards. Responsibilities Lead, coach, and support Universal Bankers and Tellers by modeling excellent service behaviors and mentoring on sales, service, and compliance routines. Guide clients and team members in the branch, providing support in complex transactions and ensuring an exceptional client experience. Champion risk and control by monitoring day-to-day operations, ensuring compliance with policies, and supporting the Branch Manager. Exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g., ATM, Online, Mobile). Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs. Continuously learn new and existing products through sales aids (features, benefits, fees) demonstrating a positive, can-do attitude and customer-first culture. Provide exceptional service delivery to internal and external customers to resolve account service issues and respond to inquiries promptly and effectively. Be knowledgeable about the client’s accounts and business with the bank and use sound judgment with customers and transactions. Greet and interact with clients on the bank floor to proactively identify and address sales and service needs; appropriately convert service requests into sales or referrals. Approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify financial needs; may require standing 60-70% of the work day. Use marketing tools and digital technology in the branch to present product offers and financial solutions (e.g., sales wall, tablet, smart phone, workbench, iPads). Connect clients to appropriate partners as necessary (e.g., leverage video conference for financial advisor, mortgage specialist). Take ownership of client problems to resolve complaints/issues promptly and effectively to ensure complete client satisfaction with resolution. Recognize transaction needs, direct clients to alternative self-service channels, and provide assistance with self-service as needed. Educate clients on self-service capabilities and encourage use of digital service channels (Online, Mobile, ATM, Teller Assist Unit, if applicable). Exercise ownership and ensure follow-up items are completed, coordinating with team members as needed. Engage the Citi client by welcoming them with a warm, friendly demeanor and by using the client’s name when possible, thanking them for doing business with Citi. Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing. Listen carefully to clients and assist with questions or problems they have. Ensure needs are met before concluding the transaction to convey that the client’s time is valued without feeling rushed. Show initiative, empathy, and proactively prevent and handle problems with clients while assisting other tellers as well. Create a warm, welcoming environment for customers and employees by fostering teamwork in the branch to ensure a positive overall customer experience. Effectively execute all service transactions and sales referral routines to deepen client relationships. Adhere to Citibank policies, standards, operational controls, and regulatory procedures to ensure safety and security of customer and bank assets. Manage cash for branch needs as needed, including cash shipments, vault cash, and usage of teller NBS systems and cash recyclers to assist customers. Provide leadership to motivate others and participate in branch incentive programs aligned with Citi’s business goals. Provide guidance to peers through assignment of work and technical coaching when needed, and assist leadership with coverage as required. Offer feedback to management on sales processes and service delivery, and provide coaching on digital capabilities and a streamlined sales and service process. Resolve complex client issues by connecting with relevant specialists or senior leaders as needed. Assess risk in business decisions, uphold the firm's reputation, safeguard Citi and its clients and assets, comply with laws and regulations, and escalate control issues with transparency. Qualifications 2-4 years of relevant experience Required Skills: experience with face-to-face customer service, digital engagement, and basic sales/referrals Open, client-service orientation and a desire to help customers Sales experience is a plus Excellent verbal and written communication skills Analytical and problem-solving abilities Basic computer and digital tools skills Preferred Skills: retail experience Education High School diploma or equivalent Location: Long Beach, California, United States Time Type: Full time Primary Location Salary Range: $53,670.00 - $70,030.00 In addition to salary, Citi’s offerings may include discretionary and formulaic incentive and retention awards. Citi offers competitive benefits including medical, dental & vision coverage; 401(k); life, accident, and disability insurance; wellness programs; paid time off; and holidays. Availability of benefits may vary by jurisdiction, job level, and date of hire. Most Relevant Skills: See requirements listed above. Anticipated Posting Close Date: Oct 17, 2025 Citi is an equal opportunity employer. Qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. #J-18808-Ljbffr National Black MBA Association

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