Head Universal Banker Bilingual in Spanish Preferred - (Full-time) - BRENTWOOD, NEW YORK BRANCH

National Black MBA Association; Town of Islip (NY); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Head Universal Banker to deliver exceptional service and sales support to clients. In this dynamic role, you will engage with customers, resolve issues, and promote digital banking solutions. Your ability to foster relationships and provide tailored financial advice will be key to enhancing client satisfaction. If you thrive in a fast-paced environment and have a passion for helping others, this opportunity is perfect for you. Join a team dedicated to excellence and make a significant impact on clients' banking experiences.

Qualifications

• 1-3 years of relevant experience in customer service and sales.
• Strong verbal and written communication skills are essential.

Responsibilities

• Provide exceptional service and resolve client issues effectively.
• Engage proactively with clients to identify financial needs and sales opportunities.

Skills

Customer Service

Sales Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Digital Engagement

Education

High School diploma or equivalent

Tools

Digital Tools

Job description

The Head Universal Banker is responsible for providing exceptional service delivery to our internal and external customers in coordination with the Branch team. The overall objective is to effectively execute all service transactions (e.g., deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) referral routines to deepen client relationships.

Responsibilities:

1. Exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g., ATM, Online, Mobile, etc.).
2. Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs.
3. Continuously learn about new and existing products through sales aids (features, benefits, fees, etc.), demonstrating a positive, can-do attitude and a customer-first culture.
4. Provide exceptional service delivery to internal and external customers to resolve account service issues and respond promptly and effectively to inquiries.
5. Be knowledgeable about the client’s accounts and business with the bank, using sound judgment with customers and transactions.
6. Engage proactively with clients on the bank floor to identify and address sales and service needs; convert service requests into sales or referrals when appropriate.
7. Approach and engage clients in the branch lobby to demonstrate digital capabilities and identify financial needs, standing for 60-70% of the workday if required.
8. Utilize marketing tools and digital technology (e.g., sales wall, tablets, smartphones, iPads) to present product offers and financial solutions.
9. Connect clients to appropriate partners (e.g., video conference with FAs, mortgage specialists, etc.).
10. Take ownership of client problems to resolve complaints/issues promptly, ensuring satisfaction.
11. Recognize transaction needs and guide clients to self-service channels, assisting as needed.
12. Educate clients on self-service options and encourage digital channel use.
13. Ensure follow-up items are completed or handed off appropriately, working harmoniously with team members.
14. Create a welcoming environment through friendly interactions, using client names and expressing gratitude.
15. Execute financial transactions according to bank policies, maintaining proper daily drawer balance.
16. Listen carefully to clients, assist with questions or problems, and ensure all needs are met before concluding transactions.
17. Show initiative, empathy, and proactively handle problems, assisting other tellers when needed.
18. Foster teamwork to create a positive customer experience.
19. Adhere to Citi policies, standards, operational controls, and legal/regulatory procedures for safety and security.
20. Manage branch cash supply, including cash shipments, vault cash, and transactions with tellers and ATMs, using teller systems and cash recyclers.
21. Provide leadership and motivate peers, promoting sales and service programs aligned with Citi’s goals.
22. Offer guidance to peers on digital capabilities, transaction processes, and sales/service priorities.
23. Resolve complex client issues, involving specialists or senior leaders as needed.

Qualifications:

• 1-3 years relevant experience.
• Required Skills:
  • Experience with face-to-face customer service, digital engagement, and basic sales/referrals.
  • Open, client-service-oriented mindset and desire to help customers.
  • Sales experience preferred.
  • Excellent verbal and written communication skills.
  • Analytical and problem-solving skills.
  • Basic computer and digital tools skills.
• Preferred Skills: Retail experience.
• Bilingual in Spanish is preferred.

Education:

• High School diploma or equivalent.