Head Universal Banker - Michigan and Monroe Branch

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 not only executes all service transactions ( deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) but also leads, coaches, and mentors team members.

The Head Universal Banker plays a key role in championing risk and control, driving lobby leadership, and ensuring 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

Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (ex : ATM, Online, Mobile, etc.)

Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs.

Continuously learns new and existing products through sales aids (features, benefits, fees, etc.) demonstrating positive, can- do attitude and customer first culture.

Provide exceptional service delivery to our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively.

Is knowledgeable about the client’s accounts and business with the bank and uses 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

Required to approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and to identify the financial needs of the clients. May require standing 60-70% of the work day

Ability to use the various marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients ( sales wall, tablet, smart phone, workbench, iPads, etc.)

Connect clients to the appropriate partners as necessary ( leverage video conference for FA, mortgage specialist, etc.)

Take full ownership of clients’ problems to resolve client complaints / issues promptly and effectively to ensure complete client satisfaction with resolution

Recognize transaction needs of clients, direct them to the 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, TCR, Teller Assist Unit, if applicable, etc.)

Exercises ownership and ensure all follow-up items are complete or handled 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

Executes financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing

Listens carefully to the client and willingly assists with any questions or problems the client has

Makes sure all needs are met before concluding the transaction, making the client feel his / her time is being valued without being rushed

Shows initiative, empathy and proactively prevents and handles problems with clients while assisting other tellers as well

Create a warm, welcoming and friendly environment for customers and employees by foster teamwork in the branch to ensure a positive overall customer experience.

Effectively executes all service transactions ( deposits, payments, address changes, replacement card orders, disputes, etc.) and sales…