Head Universal Banker, Loma Linda Branch

Head Universal Banker, Loma Linda Branch

Location:

Loma Linda, California, United States
• Job Type: On-Site/Resident
• Posted:
Jul. 15, 2026

The Head Universal Banker is a leadership role responsible for delivering exceptional service to 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 (e.g., opening accounts, credit cards) 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, 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 operations, ensuring policy compliance, and supporting the Branch Manager.
• Exhibit strong sales and service skills, presenting products and services while educating clients on digital access channels (ATM, Online, Mobile).
• Act as a subject matter expert for the branch and remain flexible based on branch coverage needs.
• Continuously learn new and existing products, demonstrating a customer-first culture.
• Provide exceptional service delivery to resolve account service issues and respond to inquiries promptly.
• Maintain knowledge of clients and accounts, using sound judgment in transactions.
• Greet clients on the bank floor to identify sales and service needs and convert requests into sales or referrals.
• Approach and engage clients in the 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 offers and financial solutions (e.g., tablets, kiosks).
• Connect clients to appropriate partners as needed (e.g., financial advisor, mortgage specialist).
• Own client problems to resolve complaints promptly and effectively.
• Recognize transaction needs and direct clients to self-service channels as needed.
• Educate clients on self-service capabilities and encourage use of digital channels (Online, Mobile, ATM).
• Ensure follow-up items are completed and collaborate with teammates.
• Engage Citi clients with a welcoming demeanor and by using client names when possible.
• Execute financial transactions in accordance with bank policies while maintaining balanced drawers.
• Listen to clients and address questions or problems; ensure needs are met before concluding transactions.
• Demonstrate initiative, empathy, and problem prevention in client interactions; support other tellers as needed.
• Create a warm, welcoming environment and foster teamwork to ensure a positive customer experience.
• Execute service transactions and referrals to deepen client relationships; adhere to Citi policies and regulatory requirements.
• Possess leadership skills to motivate others and participate in sales and service programs aligned with Citi’s goals.
• Provide coaching and guidance to peers on digital capabilities, transaction processes, and prioritized service delivery.
• Resolve complex client issues and connect with specialists or senior leaders as needed.
• Assess risk appropriately in business decisions and escalate control issues with transparency.

• 2-4 years of relevant experience
• Experience with face-to-face customer service, digital engagement, and basic sales/referrals
• Open, client-service orientation and a desire to help customers
• Sales experience is desirable
• Excellent verbal and written communication skills
• Analytical and problem-solving skills
• Basic computer and digital tools skills
• Preferred:
  Retail experience

• High School diploma or equivalent

Equal opportunity employer. Citi prohibits discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. If you require a reasonable accommodation to use our tools or apply, please contact Citi.