Head Universal Banker, Chula Vista Branch

Responsibilities

• 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, and supporting the Branch Manager.
• Exhibit strong sales and service skills, presenting products and services while proactively educating clients on available access channels (e.g., ATM, Online, Mobile, etc.).
• 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, 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.
• Engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify their financial needs; 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 client 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).
• Exercise ownership and ensure all follow‑up items are completed or delegated appropriately, working harmoniously with multiple team members.
• Engage the Citi client by welcoming them warmly, using the client name, 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 they have.
• 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.
• 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 and sales referral routines to deepen client relationships.
• Adhere to and comply with Citibank policies, standards, and operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.
• Manage cash supply for branch needs based on business demand, including managing incoming/outgoing cash shipments, maintaining vault cash, and buying/selling cash with branch tellers and ATMs, as needed (including competence in using teller NBS system and cash recycler to assist customers).
• Demonstrate good leadership skills and the ability to motivate others.
• Promote and participate in branch incentive programs and sales and service programs consistent with Citi’s business plan goals.
• Provide working leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance when needed.
• Assist and provide coverage for the leadership team with leading by example.
• Provide feedback to management on ways to enhance sales processes and service delivery.
• Coach and educate other Universal Bankers or Tellers regarding digital…