Branch Experience Leader & Sales Coach

Citi; Los Angeles (CA); On-site; USD 54,000 - 70,000; Full time

Job summary

Citi in Van Nuys, CA seeks a Head Universal Banker to lead and mentor the branch team while delivering exceptional client service. You will guide complex transactions, drive sales like accounts and credit cards, and champion risk controls in daily operations.

You will leverage digital channels to educate clients, promote offerings, and convert service requests into sales while maintaining Citi standards and a customer-first culture.

Qualifications

• 2-4 years of relevant experience.
• Face-to-face customer service, digital engagement and basic sales/referrals.
• Open, client service orientation and a desire to help customers.
• Sales experience is desired.
• Excellent verbal and written communication skills.
• Analytical and problem solving skills.
• Basic computer and digital tools skills.
• Preferred Skills: Retail experience
• Education: High School diploma or equivalent.

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling service and mentoring on sales and compliance.
• Guide clients and team members in the branch, handling complex transactions and ensuring exceptional experiences.
• Champion risk and control by monitoring operations and ensuring policy compliance.
• Promote products and services, educating clients on digital channels and using self-service options.
• Act as a subject matter expert for the branch and adapt to coverage needs.
• Continuously learn products and demonstrate a positive, customer-first attitude.
• Resolve client inquiries and issues promptly with sound judgment and ownership.
• Engage clients in the branch lobby to identify financial needs and drive referrals.
• Promote and participate in branch incentive programs aligned with Citi's goals.

Skills

Customer service

Sales

Digital engagement

Communication

Problem solving

Basic computer skills

Retail experience

Education

High School diploma or equivalent

Job description

Citi in Van Nuys, CA seeks a Head Universal Banker to lead and mentor the branch team while delivering exceptional client service. You will guide complex transactions, drive sales like accounts and credit cards, and champion risk controls in daily operations.

You will leverage digital channels to educate clients, promote offerings, and convert service requests into sales while maintaining Citi standards and a customer-first culture.