Lead Universal Banker & Customer Experience Coach

Citi; Rockville (MD); On-site; USD 54,000 - 70,000; Full time

Benefits offered by this job

Retirement benefits

Job summary

Citi in Rockville, MD is seeking a Branch Sales professional to drive customer service and sales at the branch level. You will coach Universal Bankers and Tellers, guide clients through complex transactions, and promote digital banking options to meet financial needs.

The role emphasizes compliance, risk awareness, and teamwork to deliver an exceptional client experience. Strong communication and retail exposure are valued, with a focus on customer satisfaction.

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.
• Sales experience desired.
• Excellent verbal and written communication skills.
• Analytical and problem solving skills.
• Basic computer and digital tools skills.
• Preferred Skills: Retail experience.

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling service behaviors.
• Guide clients and team in the branch, assisting with complex transactions and service excellence.
• Champion risk and control by monitoring operations and ensuring policy compliance.
• Promote products and educate clients on digital channels (ATM, Online, Mobile).
• Act as a subject matter expert for the branch and adapt to coverage needs.
• Learn products via sales aids and maintain a customer-first culture.

Skills

Customer service

Sales

Communication skills

Problem solving

Digital tools

Retail experience

Education

High School diploma or equivalent

Job description

Citi in Rockville, MD is seeking a Branch Sales professional to drive customer service and sales at the branch level. You will coach Universal Bankers and Tellers, guide clients through complex transactions, and promote digital banking options to meet financial needs.

The role emphasizes compliance, risk awareness, and teamwork to deliver an exceptional client experience. Strong communication and retail exposure are valued, with a focus on customer satisfaction.