Lead Universal Banker – Branch Leadership & Client Solutions

Citigroup Inc.; San Mateo (CA); On-site; USD 57,000 - 74,000; Full time

Job summary

Citigroup Inc. in San Mateo, CA seeks a Head Universal Banker to lead branch service and sales, coach Universal Bankers and Tellers, and champion risk and control. The role drives client experience, guides complex transactions, and promotes digital channels to deepen relationships with Citi clients.

The position requires 2-4 years of relevant experience, strong communication, and a sales mindset within a consumer sales environment. Full-time, on-site role with standard Citi benefits.

Qualifications

• 2-4 years relevant experience
• Experience with face-to-face customer service, digital engagement and basic sales/referrals
• Excellent verbal and written communication skills

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling service and mentoring on sales, service, and compliance routines.
• Guide clients and team members in the branch, supporting complex transactions and ensuring exceptional client experience.
• Champion risk and control by monitoring day-to-day operations and ensuring policy compliance.
• Present products and services while educating clients on digital channels (ATM, Online, Mobile).
• Act as subject matter expert for the branch and adapt to coverage needs.
• Learn new products through sales aids and maintain a customer-first culture.
• Provide exceptional service delivery to resolve account issues and respond promptly to inquiries.
• Know client accounts and business with the bank, using sound judgment in interactions.
• Proactively engage clients in the lobby to identify financial needs and convert service requests to sales or referrals.
• Promote digital capabilities and educate clients on self-service options.
• Foster teamwork and ensure follow-up items are completed.
• Engage Citi clients warmly and accurately, using client names and thanking them for banking with Citi.
• Execute financial transactions per bank policies while maintaining accurate daily balance.

Skills

Face-to-face customer service

Digital engagement

Sales/referrals

Open client service orientation

Sales experience

Verbal and written communication

Analytical problem solving

Basic computer and digital tools

Retail experience

Education

High School diploma or equivalent

Job description

Citigroup Inc. in San Mateo, CA seeks a Head Universal Banker to lead branch service and sales, coach Universal Bankers and Tellers, and champion risk and control. The role drives client experience, guides complex transactions, and promotes digital channels to deepen relationships with Citi clients.

The position requires 2-4 years of relevant experience, strong communication, and a sales mindset within a consumer sales environment. Full-time, on-site role with standard Citi benefits.