Head Universal Banker - Tinley Park Branch

Head Universal Banker - Tinley Park Branch

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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 not only executes all service transactions (e.g., deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) but also leads, coaches, and mentors team members.

The Head Universal Banker plays a key role in championing risk and control, driving lobby leadership, and ensuring 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 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 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 (features, benefits, fees, etc.) demonstrating a positive, can‑do attitude and customer‑first culture.
• Provide exceptional service delivery to our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively.
• Use sound judgment with customers and transactions, being knowledgeable about the client’s accounts and business with the bank.
• Proactively greet and interact with clients on the bank floor, converting service requests into sales or referrals when appropriate.
• Engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify their financial needs; may require standing 60‑70% of the work day.
• Use marketing tools and digital technology (sales wall, tablet, smartphone, iPad, etc.) to present product offers and solutions to existing and potential clients.
• Connect clients to appropriate partners as necessary (e.g., video conference for FA, mortgage specialist).
• Own the full resolution of client complaints/issues promptly and effectively to ensure complete satisfaction.
• Direct clients to alternative self‑service channels and provide assistance with them when needed.
• Educate clients on self‑service capabilities and encourage use of digital channels (Online, Mobile, ATM, etc.).
• Ensure all follow‑up items are completed or delegated to the appropriate individuals, and work harmoniously with multiple team members.
• Welcome customers with a warm, friendly smile, using their name whenever possible, and thanking them for doing business with Citi.
• Execute financial transactions in accordance with bank policies and procedures while maintaining accurate daily drawer balances.
• Listen carefully to the client and assist with any questions or problems they have.
• Ensure all needs are met before concluding the transaction, valuing the client’s time without rushing them.
• 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, fostering teamwork to ensure a positive overall customer experience.
• Efficiently execute all service and sales routines to deepen client relationships.
• Adhere to and comply with Citibank policies, standards, and operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.
• Help manage the supply of cash for branch needs and oversee cash shipments and vault cash, including buying and selling of cash with branch Tellers and ATMs (competence in using teller NBS system and cash recycler).
• Possess strong leadership skills with the ability…