Branch Lead: Universal Banker & Customer Experience

Citigroup Inc.; Plantation (FL); On-site; USD 47,000 - 61,000; Full time

Job summary

Citi in Plantation, Florida, seeks a Head Universal Banker to lead and coach the branch team while delivering exceptional service and sales. The role guides complex transactions, champions risk controls, and promotes digital channels to clients.

The position emphasizes client experience, staff development, and collaboration with partners to deepen relationships and ensure policy compliance. Full-time, in-branch role.

Qualifications

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

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling service behaviors and mentoring on sales, service, and compliance.
• Guide clients and team members in the branch, supporting complex transactions and exceptional client experience.
• Champion risk and control by monitoring operations and ensuring policy compliance.
• Present products and services and educate clients on digital channels (ATM, Online, Mobile).
• Act as subject matter expert for the branch and adapt to coverage needs.
• Teach new products via sales aids and maintain a customer-first culture.
• Deliver exceptional service to resolve account issues and respond to inquiries promptly.
• Know client accounts and use sound judgment in transactions.
• Greet clients proactively and convert service requests into sales/referrals.
• Engage clients in the lobby to showcase digital capabilities and identify financial needs.
• Use marketing tools and digital tech to present offers and solutions.
• Connect clients to appropriate partners when needed (e.g., FA, mortgage specialist).
• Own clients’ problems and ensure complete resolution; escalate as needed.
• Promote self-service usage and explain digital capabilities.

Skills

Customer service

Digital engagement

Sales experience

Verbal and written communication

Analytical problem-solving

Basic computer/digital tools

Relationship building

Team leadership

Education

High School diploma or equivalent

Job description

Citi in Plantation, Florida, seeks a Head Universal Banker to lead and coach the branch team while delivering exceptional service and sales. The role guides complex transactions, champions risk controls, and promotes digital channels to clients.

The position emphasizes client experience, staff development, and collaboration with partners to deepen relationships and ensure policy compliance. Full-time, in-branch role.