Head Universal Banker, Delray Branch

Head Universal Banker, Delray Branch

Get a leadership role responsible for delivering exceptional service to internal and external customers while guiding, coaching, and mentoring the branch team. This role executes all service transactions—such as deposits, payments, address changes, replacement card orders, disputes—and sales, including opening accounts and credit cards. It also champions risk and control, drives lobby leadership, and ensures consistent client and team experiences aligned with Citibank’s standards.

• 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 available access channels (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 and demonstrate 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 in customer 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.
• 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 various marketing tools and digital technology in the branch to present product offers and financial solutions to existing and potential clients (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 (online, mobile, ATM, TCR, Teller Assist Unit, etc.).
• Exercise ownership and ensure follow‑up items are completed 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, 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 client 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, 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, and manage incoming/outgoing cash shipments; maintain vault cash, and perform cash handling with…