Lead Universal Banker & Branch Coach

Citi; Florida; On-site; USD 47,000 - 61,000; Full time

Benefits offered by this job

Medical, dental & vision coverage

401(k)

Life, accident, and disability保险

Wellness programs

Paid time off packages

Job summary

Citi in Pembroke Pines, FL is seeking a Head Universal Banker who leads the branch team to deliver exceptional service and sales outcomes. You’ll coach Universal Bankers and Tellers, guide clients through complex transactions, and champion risk and control. The role emphasizes digital channel adoption and a client-first culture.

You’ll mentor staff, drive cross-functional collaboration, and ensure Citi standards across client experiences and operations.

Qualifications

• Experience in face-to-face customer service and digital engagement.
• Basic sales/referrals experience and client service orientation required.
• Strong verbal and written communication skills.
• Analytical and problem-solving abilities with basic digital tools.
• Retail experience preferred and bilingual English/Spanish preferred.

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers in service, sales, and compliance.
• Guide clients and team members in the branch, handling complex transactions and ensuring a strong client experience.
• Champion risk and control, monitor operations, and ensure policy compliance.
• Promote products and services and educate clients on digital channels as needed.
• Serve as a branch subject matter expert and adapt to branch coverage needs.
• Provide coaching on digital capabilities and streamlined sales and service processes.
• Resolve client issues promptly and route to specialists as necessary.
• Drive engagement in the lobby and convert service requests into sales or referrals.
• Maintain customer relationships with a client-first approach and teamwork.

Skills

Customer service

Digital engagement

Sales referrals

Client service orientation

Verbal and written communication

Analytical skills

Problem solving

Basic computer skills

Retail experience

Bilingual English/Spanish

Education

High School diploma or equivalent

Job description

Citi in Pembroke Pines, FL is seeking a Head Universal Banker who leads the branch team to deliver exceptional service and sales outcomes. You’ll coach Universal Bankers and Tellers, guide clients through complex transactions, and champion risk and control. The role emphasizes digital channel adoption and a client-first culture.

You’ll mentor staff, drive cross-functional collaboration, and ensure Citi standards across client experiences and operations.