Head Universal Banker, Bilingual English​/Spanish Speaking , Miami Area

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, etc.), while leading, coaching, and mentoring 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 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 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, demonstrating a positive, can-do attitude and customer-first culture.
• Provide exceptional service delivery to resolve account service issues and respond to customer inquiries promptly and effectively.
• Be knowledgeable about the client’s accounts and business with the bank, using sound judgment with customers and transactions.
• Greet and interact with clients on the bank floor to proactively identify and address client sales and service needs; convert service requests into sales or referrals.
• Engage clients in the branch lobby to demonstrate digital capabilities and identify financial needs. May require standing 60-70% of the work day.
• Use marketing tools and digital technology to present product offers and financial solutions to existing and potential clients (e.g., sales wall, tablet, smart phone, workbench, iPads).
• Connect clients to the appropriate partners as necessary (e.g., leverage video conference for financial advisor, mortgage specialist).
• Take ownership of client problems to resolve complaints promptly and 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, TCR, Teller Assist Unit, if applicable).
• Exercise ownership and ensure follow-up items are completed, coordinating with multiple team members.
• Engage Citi clients with a warm, friendly demeanor, using client names where possible and thanking them for doing business with Citi.
• Execute financial transactions in accordance with bank policies and procedures while maintaining an accurate drawer balance.
• Listen carefully to clients and assist with questions or problems as needed.
• Ensure needs are met before concluding transactions and make clients feel their time is valued.
• Show initiative, empathy, and proactively prevent and handle problems while assisting other tellers as needed.
• Create a warm, welcoming environment and foster teamwork to ensure a positive customer experience.
• Execute service and sales referral routines to deepen client relationships while adhering to bank policies and regulatory requirements.
• Assist with managing cash supply for branch needs and related cash handling activities, including vault cash management and using teller systems as needed.
• Provide leadership to peers and participate in branch incentive programs aligned with Citi’s goals.
• Provide coaching and education on digital capabilities, transaction processes, and a streamlined sales-and-service approach focused on client problem resolution and digital technologies.
• Resolve complex client issues by connecting with relevant specialists or senior leaders as needed.
• Assess risk in business…