Branch Leader: Universal Banker & Coach

Citi; West Palm Beach (FL); On-site; USD 47,000 - 61,000; Full time

Job summary

Citi in West Palm Beach, FL seeks a Head Universal Banker to lead the branch team, deliver exceptional service, and drive sales and risk controls. You will guide Universal Bankers and Tellers, mentor staff, and champion digital engagement to meet client needs.

The role requires 2–4 years of relevant experience and a high school diploma, with a focus on customer service, sales, and compliance. The position is full-time in a branch setting, offering salary and benefits.

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

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers in service, sales, and compliance routines.
• Guide clients and team in the branch, providing support in complex transactions and exceptional client experience.
• Champion risk and control by monitoring day-to-day operations and ensuring compliance with policies.
• Exhibits strong sales and service skills, presenting products and educating clients on digital channels.
• Act as a subject matter expert for the branch; flexible based on branch coverage needs.
• Continuously learn new/existing products and demonstrate a positive, can-do attitude.
• Provide exceptional service delivery to resolve account service issues promptly.
• Is knowledgeable about client accounts and uses sound judgment in transactions.
• Energetically greet clients on the bank floor and convert service requests into sales/referrals.
• Engage clients to demonstrate digital capabilities and identify financial needs.
• Use marketing tools and digital technology to present offers and financial solutions.
• Connect clients to appropriate partners as needed.
• Take ownership of client problems to resolve promptly and effectively.
• Recognize transaction needs and direct to self-service channels.
• Educate clients on self-service capabilities and digital channels.
• Exercise ownership and ensure follow-up items are completed with the team.
• Provide welcoming, friendly service; promote teamwork in the branch.
• Execute service transactions and referrals to deepen client relationships.
• Adequately adhere to Citibank policies and controls; ensure safety of assets.
• Duties may include managing cash for branch needs and vault cash handling.
• Demonstrate leadership and motivate others.
• Promote branch incentive programs and sales/service initiatives.
• Provide coaching to peers on digital capabilities and processes.
• Resolve complex client issues or escalate to specialists as needed.
• Avoid risk by driving compliance and reporting issues transparently.

Skills

Face-to-face customer service

Digital engagement

Basic sales/referrals

Client service orientation

Sales experience

Verbal and written communication

Analytical problem solving

Basic computer skills

Retail experience

Education

High School diploma

Job description

Citi in West Palm Beach, FL seeks a Head Universal Banker to lead the branch team, deliver exceptional service, and drive sales and risk controls. You will guide Universal Bankers and Tellers, mentor staff, and champion digital engagement to meet client needs.

The role requires 2–4 years of relevant experience and a high school diploma, with a focus on customer service, sales, and compliance. The position is full-time in a branch setting, offering salary and benefits.