Branch Banking Leader & Client Experience Coach

Citi; Plainedge (NY); On-site; USD 57,000 - 74,000; Full time

Job summary

Citi in Plainedge, NY seeks a Head Universal Banker to lead the branch team, model outstanding service, and drive sales like account openings and card products. The role emphasizes risk control and a customer-first mindset while mentoring Universal Bankers and Tellers.

The position requires coaching, strong communication, and the ability to guide clients through complex transactions, with a focus on digital channel adoption and exceptional client experiences.

Qualifications

• 2-4 years relevant experience.
• Experience with face-to-face customer service and basic sales/referrals.
• Excellent verbal and written communication skills.
• Proficient with digital engagement and basic computer tools.

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling service behaviors and mentoring on sales, service, and compliance routines.
• Guide clients and team members in the branch, providing support in complex transactions and exceptional client experience.
• Champion risk and control by monitoring day-to-day operations and ensuring policy compliance.
• Educate clients on self-service capabilities and digital channels (Online/Mobile/ATM).
• Provide resolution to client issues and ensure satisfaction with prompt follow-up.

Skills

Face-to-face customer service

Digital engagement

Sales/referrals

Client service orientation

Sales experience

Verbal and written communication

Analytical problem solving

Basic computer and digital tools

Education

High School diploma or equivalent

Job description

Citi in Plainedge, NY seeks a Head Universal Banker to lead the branch team, model outstanding service, and drive sales like account openings and card products. The role emphasizes risk control and a customer-first mindset while mentoring Universal Bankers and Tellers.

The position requires coaching, strong communication, and the ability to guide clients through complex transactions, with a focus on digital channel adoption and exceptional client experiences.