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Job description
Head Universal BankerThe 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.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, supporting the Branch ManagerExhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (ex: ATM, Online, Mobile, etc.)Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs.Continuously learns new and existing products through sales aids (features, benefits, fees, etc.) demonstrating 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.Is knowledgeable about the client's accounts and business with the bank and uses sound judgment with customers and transactionsEnergetically 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 referralsRequired to approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and to identify the financial needs of the clients. May require standing 60-70% of the work dayAbility to use the various marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients (e.g. sales wall, tablet, smart phone, workbench, iPads, etc.)Connect clients to the appropriate partners as necessary (e.g. leverage video conference for FA, mortgage specialist, etc.)Take full ownership of clients' problems to resolve client complaints/issues promptly and effectively to ensure complete client satisfaction with resolutionRecognize transaction needs of clients, direct them to the alternative self-service channels and provide assistance with self- service as neededEducate clients on self-service capabilities and encourage use of digital service channels (e.g. Online, Mobile, ATM, TCR, Teller Assist Unit, if applicable, etc.)Exercises ownership and ensure all follow-up items are complete or handled off to the appropriate individual(s) and work harmoniously with multiple team membersEngage 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 CitiExecutes financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancingListens carefully to the client and willingly assists with any questions or problems the client hasMakes sure all needs are met before concluding the transaction, making the client feel his/her time is being valued without being rushedShows initiative, empathy and proactively prevents and handles problems with clients while assisting other tellers as wellCreate a warm, welcoming and friendly environment for customers and employees by foster teamwork in the branch to ensure a positive overall customer experience.Effectively executes 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 relationshipsAdheres 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 assetsDuties may include managing the supply of cash for branch needs based on business demand, in addition to managing incoming/outgoing cash shipments/maintains vault cash, including buying and selling of cash with branch Tellers and ATMs, as needed (including competence in using teller NBS system & cash recycler to assist customers)Good leadership skills and the ability to motivate othersActively promoting and participating in branch incentive program(s) by promoting and participating in a sales and service programs consistent with Citi's business plan goalsProviding working leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance, when neededAssisting and providing coverage for leadership team with leading by exampleProvide feedback to management on ways to enhance sales processes and service deliveryProviding coaching and education to the other Universal Bankers or Tellers regarding Digital capabilities, transaction processes and priorities, including a streamlined sales & service process, digital first approach, focus on client problem resolution and effective utilization digital technologiesResolving complex client issues or needs; connect with relevant specialists or senior leaders as neededAppropriately assesses risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.Qualifications:2-4 years relevant experienceRequired Skills:Experience with face-to-face customer service, digital engagement and basic sales/referralsOpen, client service orientation and desire to help customers is requiredSales experience desiredExcellent verbal and written communication skillsAnalytical and problem solving skillsBasic computer and digital tools skillsPreferred Skills: Retail experienceEducation:High School diploma or equivalent
Worksite address
new york, NY, 10017, US
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