Head Universal Banker, Delray Branch

Citi; Delray Beach (FL); On-site; USD 46,600 - 60,800; Full time

Benefits offered by this job

Medical, dental & vision coverage

401(k)

Paid time off

Wellness programs

Job summary

A leading financial services company is seeking a Head Universal Banker for its Delray Beach branch. The role involves leading and mentoring staff, ensuring exceptional service delivery, and managing client relationships. Candidates should have 2-4 years of relevant experience, a strong customer service orientation, and excellent communication skills. A high school diploma is required. The position offers a salary range of $46,600 – $60,800 annually along with comprehensive benefits.

Qualifications

• 2–4 years of relevant experience in banking or financial services.
• Strong face-to-face customer service experience with knowledge of digital engagement.

Responsibilities

• Lead and support team on service behaviors and mentoring.
• Champion risk and control by monitoring daily operations.
• Engage and educate clients on products and services.

Skills

Customer service

Sales

Analytical skills

Problem-solving

Communication skills

Education

High School diploma or equivalent

Tools

Digital tools proficiency

Job description

Head Universal Banker, Delray Branch

Get a leadership role responsible for delivering exceptional service to internal and external customers while guiding, coaching, and mentoring the branch team. This role executes all service transactions—such as deposits, payments, address changes, replacement card orders, disputes—and sales, including opening accounts and credit cards. It also champions risk and control, drives lobby leadership, and ensures consistent client and team experiences aligned with Citibank’s standards.

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 and supporting the Branch Manager.
• Exhibit strong sales and service skills, presenting products and services while proactively educating clients on available access channels (ATM, online, mobile, etc.).
• Act as a subject‑matter expert for the branch and remain flexible in position based on branch coverage needs.
• Continuously learn new and existing products through sales aids and demonstrate a positive, can‑do attitude and customer first culture.
• Provide exceptional service delivery to internal and external customers to resolve account service issues and respond to inquiries promptly and effectively.
• Be knowledgeable about the client’s accounts and business with the bank and use sound judgment in customer transactions.
• Energetically greet and interact with clients on the bank floor to proactively identify and address client sales and service needs; appropriately convert service requests into sales or referrals.
• Engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify financial needs; may require standing 60‑70% of the work day.
• Use various marketing tools and digital technology in the branch to present product offers and financial solutions to existing and potential clients (sales wall, tablet, smartphone, workbench, iPads, etc.).
• Connect clients to the appropriate partners as necessary (e.g., leverage video conference for FA, mortgage specialist, etc.).
• Take full ownership of client problems to resolve complaints/issues promptly and effectively to ensure complete client satisfaction.
• Recognize transaction needs of clients, direct them to alternative self‑service channels, and provide assistance with self‑service as needed.
• Educate clients on self‑service capabilities and encourage use of digital service channels (online, mobile, ATM, TCR, Teller Assist Unit, etc.).
• Exercise ownership and ensure follow‑up items are completed or handed off to the appropriate individual(s) and work harmoniously with multiple team members.
• Engage the Citi client by welcoming them with a warm, friendly smile, using the client name whenever possible, and thanking them for doing business with Citi.
• Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing.
• Listen carefully to the client and willingly assist with any questions or problems the client has.
• Ensure all client needs are met before concluding the transaction, making the client feel their time is valued without being rushed.
• Show initiative, empathy and proactively prevent and handle problems with clients while assisting other tellers.
• Create a warm, welcoming and friendly environment for customers and employees by fostering teamwork in the branch to ensure a positive overall customer experience.
• Effectively execute all service transactions and sales referral routines to deepen client relationships.
• Adhere to and comply with Citibank policies, standards, operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.
• Manage cash supply for branch needs based on business demand, and manage incoming/outgoing cash shipments; maintain vault cash, and perform cash handling with teller NBS system and cash recycler.
• Demonstrate good leadership skills and the ability to motivate others.
• Promote and participate in branch incentive programs and sales and service programs consistent with Citi’s business plan goals.
• Provide working leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance when needed.
• Assist and provide coverage for the leadership team by leading by example.
• Provide feedback to management on ways to improve sales processes and service delivery.
• Coach and educate other Universal Bankers or Tellers regarding digital capabilities, transaction processes and priorities, focusing on a streamlined sales & service process, digital first approach, and effective utilization of digital technologies.
• Resolve complex client issues or needs; connect with relevant specialists or senior leaders as needed.
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm’s reputation and safeguarding Citigroup, its clients and assets by driving compliance with applicable laws, rules and regulations, and escalating, managing and reporting control issues with transparency.

Qualifications

• 2–4 years of relevant experience.
• Experience with face‑to‑face customer service, digital engagement and basic sales/referrals.
• Open, client‑service orientation and desire to help customers.
• Sales experience desired.
• Excellent verbal and written communication skills.
• Analytical and problem‑solving skills.
• Basic computer and digital tools skills.
• Preferred: Retail experience.

Education

• High School diploma or equivalent.

Salary Range

$46,600 – $60,800 annually.

Benefits

Medical, dental & vision coverage; 401(k); life, accident and disability insurance; wellness programs; paid time off—including vacation, sick leave and paid holidays.

Location

Delray Beach, Florida, United States.

Equal Opportunity Employment

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.