Lead Universal Banker: Branch Service & Growth

Citi; New York (NY); On-site; USD 57,000 - 74,000; Full time

Job summary

Citi in New York, NY seeks a Head Universal Banker to lead the branch team, deliver superior service, and drive sales and risk-control standards. The role involves coaching Universal Bankers and Tellers, guiding complex transactions, and promoting digital channel usage.

The position emphasizes customer-focused leadership, strong communication, and the ability to convert service requests into sales or referrals while maintaining Citi's policies and controls.

Qualifications

• Experience in face-to-face customer service and digital engagement.
• Ability to initiate sales/referrals and strong client-service orientation.
• Sales experience is a plus and strong verbal/written communication is essential.
• Analytical and problem-solving skills are required.
• Basic computer and digital tools proficiency is expected.

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers with service, sales, and compliance routines.
• Guide clients and team members in the branch, handling complex transactions and exceptional client experiences.
• Champion risk and control by monitoring daily operations and ensuring policy compliance.
• Present products and services and educate clients on digital channels (Online, Mobile, ATM).
• Serve as a subject-matter expert for the branch and adapt to coverage needs.
• Promote a warm, welcoming branch environment and foster teamwork to enhance customer experience.
• Resolve client issues promptly, ensuring satisfaction and appropriate referrals as needed.
• Engage clients in lobby to identify financial needs and connect to appropriate partners.

Skills

Face-to-face service

Digital engagement

Sales referrals

Client service orientation

Sales experience

Verbal written communication

Analytical thinking

Problem solving

Basic computer skills

Digital tools

Education

High School diploma

Job description

Citi in New York, NY seeks a Head Universal Banker to lead the branch team, deliver superior service, and drive sales and risk-control standards. The role involves coaching Universal Bankers and Tellers, guiding complex transactions, and promoting digital channel usage.

The position emphasizes customer-focused leadership, strong communication, and the ability to convert service requests into sales or referrals while maintaining Citi's policies and controls.