Lead Universal Banker - Client Experience & Sales

Citi; Santa Clara (CA); On-site; USD 57,000 - 74,000; Full time

Job summary

Citi in Santa Clara, California, is seeking a Head Universal Banker to lead and mentor the branch team, deliver exceptional service, and drive sales through coaching and personal example. The role handles all service transactions and product referrals while maintaining risk controls and policy compliance.

The successful candidate will coach staff, guide complex transactions, promote digital channels, and ensure a consistently outstanding client experience on the floor and across channels.

Qualifications

• 2-4 years relevant experience.
• Excellent verbal and written communication skills.
• Open, client service orientation with ability to upsell/referrals.
• Sales experience preferred.

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers in sales, service and compliance routines.
• Guide clients and team members through complex transactions while ensuring an exceptional client experience.
• Champion risk and control by monitoring day-to-day operations and policy compliance.
• Promote products and services and educate clients on digital channels (ATM, Online, Mobile).
• Identify client financial needs and connect to partners as needed (FA, mortgage, etc.).
• Provide coverage and leadership in the branch as needed and foster teamwork on the floor.
• Resolve client issues promptly and escalate when necessary.

Skills

Face-to-face customer service

Digital engagement

Basic sales/referrals

Open client service orientation

Sales experience

Verbal and written communication

Analytical and problem solving

Basic computer skills

Retail experience

Education

High School diploma or equivalent

Job description

Citi in Santa Clara, California, is seeking a Head Universal Banker to lead and mentor the branch team, deliver exceptional service, and drive sales through coaching and personal example. The role handles all service transactions and product referrals while maintaining risk controls and policy compliance.

The successful candidate will coach staff, guide complex transactions, promote digital channels, and ensure a consistently outstanding client experience on the floor and across channels.