Head Universal Banker, Burbank Branch

Full‑Time Head Universal Banker, Burbank Branch

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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. The role executes all service transactions (e.g. deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (opening accounts, credit cards, etc.) and also leads, coaches, and mentors team members. The position champions risk and control, drives lobby leadership, and ensures consistent delivery of client and team experiences aligned with the bank’s standards.

• Lead, coach, and support Universal Bankers and Tellers by modeling excellent service behaviors and mentoring on sales, service, and compliance routines.
• Guide both 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, 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, etc.).
• Act as a subject matter expert for the branch and remain flexible based on branch coverage needs.
• Continuously learn new and existing products through sales aids (features, benefits, fees, etc.), 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.
• Energetically greet and interact with clients on the bank floor to proactively identify and address client 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 the financial needs of the clients. May require standing 60‑70% of the work day.
• Use marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients (e.g. sales wall, tablet, smartphone, workbench, iPads, etc.).
• Connect clients to the appropriate partners as necessary (e.g. leverage video conference for FA, mortgage specialist, etc.).
• Take full ownership of clients’ problems to resolve complaints/issues promptly and effectively to ensure complete client satisfaction.
• Recognize transaction needs of clients, direct them 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 (e.g. Online, Mobile, ATM, TCR, Teller Assist Unit, if applicable, etc.).
• Exercise ownership and ensure all follow‑up items are complete or handed off to the appropriate individual(s) and work harmoniously with multiple team members.
• Engage the Citi client by welcoming them with a warm friendly smile, pleasant demeanor, using the client name whenever possible, and 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 the client and willingly assist with any questions or problems the client has.
• Ensure all needs are met before concluding the transaction, making the client feel their time is valued without being rushed.
• Show initiative, empathy and proactively prevent and handle problems with clients while assisting other tellers as well.
• Create a warm, welcoming and friendly environment for customers and employees by fostering teamwork in the branch to ensure a positive overall customer experience.
• Effectively execute all service transactions (e.g. deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including…