Branch Sales Leader & Customer Experience Coach

Citi; Washington (District of Columbia); On-site; USD 54,000 - 70,000; Full time

Job summary

Citi in Washington, DC is seeking 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 on transactions and referrals, and ensure compliance with bank policies while promoting digital channels.

The role requires 2-4 years of relevant experience, strong communication, and the ability to handle complex transactions in a fast-paced branch environment.

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 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
• Present products and services while educating clients on digital channels
• Act as a subject matter expert for the branch and adapt to branch coverage needs
• Provide coaching and education on Digital capabilities and transaction processes
• Resolve client issues promptly and maintain high client satisfaction
• Engage clients in the branch lobby to identify financial needs and drive referrals
• Utilize marketing tools and digital technology to present offers and solutions
• Connect clients to appropriate partners (e.g., FA, mortgage specialist)
• Take ownership of client problems and ensure complete resolution
• Encourage use of self-service channels (Online, Mobile, ATM)
• Create a warm, welcoming environment and foster teamwork
• Adhere to Citibank policies and risk controls
• Assist with cash management and vault operations as needed
• Lead by example and participate in branch incentive programs
• Provide feedback to management to enhance sales processes

Skills

Face-to-face service

Digital engagement

Sales/referrals

Communication skills

Problem solving

Basic computer skills

Retail experience

Education

High School diploma or equivalent

Tools

NBS system

Job description

Citi in Washington, DC is seeking 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 on transactions and referrals, and ensure compliance with bank policies while promoting digital channels.

The role requires 2-4 years of relevant experience, strong communication, and the ability to handle complex transactions in a fast-paced branch environment.