Head Universal Banker, West Palm Beach Area

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

Head Universal Banker

The Head Universal Banker is a leadership role responsible for providing exceptional service delivery to our internal and external customers while guiding and supporting the branch team. This role not only executes all service transactions (e.g. deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) but also leads, coaches, and mentors team members. The Head Universal Banker plays a key role in championing risk and control, driving lobby leadership, and ensuring consistent delivery of client and team experiences aligned with the bank’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 both 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
• Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (ex: ATM, Online, Mobile, etc.)
• Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs.
• Continuously learns new and existing products through sales aids (features, benefits, fees, etc.) demonstrating positive, can- do attitude and customer first culture.
• Provide exceptional service delivery to our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively.
• Is knowledgeable about the client’s accounts and business with the bank and uses sound judgment with customers and 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
• Required to approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and to identify the financial needs of the clients. May require standing 60-70% of the work day
• Ability to use the various marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients (e.g. sales wall, tablet, smart phone, 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 clients’ problems to resolve client complaints/issues promptly and effectively to ensure complete client satisfaction with resolution
• Recognize transaction needs of clients, direct them to the 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 (e.g. Online, Mobile, ATM, TCR, Teller Assist Unit, if applicable, etc.)
• Exercises ownership and ensure all follow-up items are complete or handled 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, pleasant demeanor, using the client name, whenever possible, and thanking them for doing business with Citi
• Executes financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing
• Listens carefully to the client and willingly assists with any questions or problems the client has
• Makes sure all needs are met before concluding the transaction, making the client feel his/her time is being valued without being rushed
• Shows initiative, empathy and proactively prevents and handles problems with clients while assisting other tellers as well
• Create a warm, welcoming and friendly environment for customers and employees by foster teamwork in the branch to ensure a positive overall customer experience.
• Effectively executes 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
• Adheres 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
• Duties may include managing the supply of cash for branch needs based on business demand, in addition to managing incoming/outgoing cash shipments/maintains vault cash, including buying and selling of cash with branch Tellers and ATMs, as needed (including competence in using teller NBS system & cash recycler to assist customers)
• Good leadership skills and the ability to motivate others
• Actively promoting and participating in branch incentive program(s) by promoting and participating in a sales and service programs consistent with Citi’s business plan goals
• Providing working leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance, when needed
• Assisting and providing coverage for leadership team with leading by example
• Provide feedback to management on ways to enhance sales processes and service delivery
• Providing coaching and education to the other Universal Bankers or Tellers regarding Digital capabilities, transaction processes and priorities, including a streamlined sales & service process, digital first approach, focus on client problem resolution and effective utilization digital technologies
• Resolving complex client issues or needs; connect with relevant specialists or senior leaders as needed
• Appropriately assesses 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, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications

• 2-4 years relevant experience
• Required Skills:
  • 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

Education

• High School diploma or equivalent

Job Family Group

Consumer Sales

Job Family

Branch Sales

Time Type

Full time

Primary Location

West Palm Beach Florida United States

Primary Location Full Time Salary Range

$46,600.00 - $60,800.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Anticipated Posting Close Date

Oct 16, 2026

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

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