Head Universal Banker, Newpark Mall Branch

Head Universal Banker

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.

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 utilizing 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.
• 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.
• Approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify the financial needs of clients. 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 the appropriate partners as necessary (e.g., leverage video conference for financial advisor, mortgage specialist, etc.).
• Take full ownership of clients' problems to resolve complaints/issues promptly and effectively to ensure complete client satisfaction with the resolution.
• 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 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, pleasant demeanor, 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.
• Make sure all needs are met before concluding the transaction, making the client feel his/her time is valued without being rushed.
• Show initiative, empathy, and proactively prevent and handle problems with clients while assisting other tellers as well.
• 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 (e.g., deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) 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.
• May manage the supply of cash for branch needs based on business demand, including managing cash shipments, vault cash, and cash recycler operations with branch Tellers and ATMs.
• Demonstrate good…