Head Universal Banker - Mitchellville branch

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 all service transactions (e.g. deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) and leads, coaches, and mentors team members. The Head Universal Banker 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 proactively 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 (features, benefits, fees, etc.) 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 and use sound judgment with customers and transactions.
• Interact with clients on the bank floor to proactively identify and address sales and service needs; convert service requests into sales or referrals as appropriate.
• Approach and 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 available in the branch to present product offers and financial solutions (e.g., sales wall, tablet, smartphone, workbench, iPads).
• Connect clients to appropriate partners as necessary (e.g., leverage video conference for FA, mortgage specialist).
• Take ownership of clients’ problems to resolve complaints/issues promptly and effectively to ensure complete client satisfaction with resolution.
• Recognize transaction needs and direct clients to alternative self-service channels, providing assistance with self-service as needed.
• Educate clients on self-service capabilities and encourage use of digital channels (Online, Mobile, ATM, etc.).
• Exercise ownership and ensure follow-up items are completed, coordinating with the appropriate team members.
• Welcome clients with a warm, friendly demeanor and acknowledge them by name when possible; thank them for doing business with Citi.
• Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable daily drawer balance.
• Listen carefully to clients and assist with questions or problems as needed.
• Ensure client needs are met before concluding transactions to demonstrate value for the client’s time.
• Show initiative, empathy, and proactively prevent and handle problems with clients while assisting other tellers as needed.
• Create a warm, welcoming environment by fostering teamwork in the branch to ensure a positive overall customer experience.
• Effectively execute service transactions and sales referral routines to deepen client relationships.
• Adhere to Citi policies, standards, operational controls, and regulatory procedures to safeguard customers and assets.
• Assist with cash management for branch needs, cash shipments, vault cash, and related duties as needed, including using teller NBS system and cash recyclers.
• Provide leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance, when needed.
• Provide coverage for leadership team by leading by example and offering feedback to management on sales processes…