Senior Universal Banker & Branch Leader

Citigroup Inc.; Surfside (FL); On-site; USD 47,000 - 61,000; Full time

Job summary

Citigroup Inc. in Surfside, FL seeks a Head Universal Banker to lead the branch team, deliver exceptional service, and guide complex transactions. You will coach Universal Bankers and Tellers, mentor on sales, digital channels, and compliance, and ensure risk controls are followed while fostering a client-centered environment.

The role emphasizes hands-on leadership, staff development, and active engagement with customers to promote products and services through multiple channels.

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
• Bilingual English/Spanish Speaking Preferred

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling excellent service behaviors and mentoring on sales, service, and compliance routines.
• Guide clients and team members in the branch, supporting complex transactions and ensuring an exceptional client experience.
• Champion risk and control by monitoring day-to-day operations and ensuring policy compliance.
• Present products and services and educate clients on digital channels to meet financial needs.
• Act as SME for the branch and adapt to branch coverage needs.
• Learn new products through sales aids, maintaining a customer-first culture.
• Provide exceptional service to resolve account issues and respond to inquiries promptly.
• Understand client accounts and use sound judgment in transactions.
• Greet clients on the bank floor and identify sales/service opportunities.
• Engage clients to demonstrate digital capabilities and identify financial needs; may stand 60-70% of day.
• Utilize marketing tools and digital tech to present offers and solutions.
• Connect clients to partners (e.g., FA, mortgage specialist) as needed.
• Own client problems to resolve issues and ensure satisfaction.
• Suggest alternative self-service channels when appropriate.
• Educate clients on self-service capabilities and digital channels.
• Ensure follow-ups are completed and coordinate with team.
• Promote Citi client engagement with warm, professional service.
• Execute transactions per policies and maintain accurate records.
• Listen to clients and address questions or problems.
• Ensure needs are met before completing transactions; value client time.
• Show initiative, empathy, and proactive problem-solving in service.
• Create a welcoming environment and foster teamwork.
• Execute service transactions and referrals to deepen relationships.
• Comply with Citi policies and regulatory procedures to protect assets.
• May manage cash supply and vault operations as needed.

Skills

Face-to-face service

Digital engagement

Sales referrals

Client service orientation

Sales experience

Communication skills

Analytical skills

Problem solving

Computer skills

Retail experience

Bilingual English/Spanish

Education

High School diploma or equivalent

Tools

Digital tools

NBS cash system

Job description

Citigroup Inc. in Surfside, FL seeks a Head Universal Banker to lead the branch team, deliver exceptional service, and guide complex transactions. You will coach Universal Bankers and Tellers, mentor on sales, digital channels, and compliance, and ensure risk controls are followed while fostering a client-centered environment.

The role emphasizes hands-on leadership, staff development, and active engagement with customers to promote products and services through multiple channels.