Branch Lead - Universal Banker & Coach

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

Job summary

Citi in Pelham Manor, NY seeks a Head Universal Banker to lead and mentor branch staff, delivering exceptional service while guiding sales and risk management. The role handles daily service transactions, product referrals, and supports the Branch Manager in operations.

You will motivate Universal Bankers and Tellers, model strong client engagement across in-branch and digital channels, and ensure adherence to policies, controls, and Citi standards to sustain a premier customer experience.

Qualifications

• 2-4 years relevant experience
• Experience with face-to-face customer service, digital engagement and basic sales/referrals
• Open, client service orientation and desire to help customers is required
• Sales experience desired
• Excellent verbal and written communication skills
• Analytical and problem solving skills
• Basic computer and digital tools skills
• Preferred Skills: Retail experience

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 Manager
• Exhibits 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.

Skills

Face-to-face customer service

Digital engagement

Sales/referrals

Client service orientation

Communication skills

Analytical and problem solving

Education

High School diploma or equivalent

Job description

Citi in Pelham Manor, NY seeks a Head Universal Banker to lead and mentor branch staff, delivering exceptional service while guiding sales and risk management. The role handles daily service transactions, product referrals, and supports the Branch Manager in operations.

You will motivate Universal Bankers and Tellers, model strong client engagement across in-branch and digital channels, and ensure adherence to policies, controls, and Citi standards to sustain a premier customer experience.