Branch Leader: Universal Banker & Client Success Coach

Citi; San Ramon (CA); On-site; USD 57,000 - 74,000; Full time

Job summary

Citi in San Ramon, California seeks a Head Universal Banker to lead a branch team, deliver exceptional service, and drive sales of deposits and accounts. This role mentors Universal Bankers and Tellers, champions risk and control, and ensures Citi standards in client and team experiences.

You will engage clients on digital channels, guide complex transactions, and ensure strong sales and service execution across channels.

Qualifications

• Experience in customer service and sales within a bank or financial services.
• Ability to follow policies and adhere to risk and compliance standards.
• Strong communication and problem-solving 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 branch, providing support in complex transactions and ensuring exceptional client experience.
• Champion risk and control by monitoring operations and ensuring compliance with policies.
• Exhibit sales and service skills, educating clients on digital channels and available products.
• Act as SME for the branch and adapt to coverage needs as required.
• Learn new products and demonstrate a customer-first culture.
• Resolve client service issues promptly and ensure client satisfaction with resolution.
• Engage clients in-branch to identify financial needs and promote digital capabilities.
• Lead by example, coach peers on digital tools and streamlined sales/service processes.
• Escalate and coordinate with specialists as needed to meet client needs.

Skills

2-4 years relevant experience

Face-to-face customer service

Digital engagement

Sales/referrals

Client service orientation

Sales experience

Verbal & written communication

Analytical problem solving

Basic computer & digital tools

Retail experience (preferred)

Education

High School diploma or equivalent

Job description

Citi in San Ramon, California seeks a Head Universal Banker to lead a branch team, deliver exceptional service, and drive sales of deposits and accounts. This role mentors Universal Bankers and Tellers, champions risk and control, and ensures Citi standards in client and team experiences.

You will engage clients on digital channels, guide complex transactions, and ensure strong sales and service execution across channels.