Head Universal Banker - Arlington Branch

About the role

The Head Universal Banker is a leadership role responsible for providing exceptional service delivery to our internal and external customers while guiding and supporting the branch team.

Responsibilities

• Lead, coach, and support Universal Bankers and Tellers by modeling excellent service behaviors and mentoring on sales, service, and compliance routines.
• Guide both clients and team members in the branch, providing support in complex transactions and ensuring an exceptional client experience.
• Champion risk and control by monitoring day-to-day operations, ensuring compliance with policies, supporting the Branch Manager.
• Exhibits strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g. ATM, Online, Mobile, etc.).
• Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs.
• Continuously learns new and existing products through sales aids (features, benefits, fees, etc.) demonstrating positive, can-do attitude and customer first culture.
• Provide exceptional service delivery to our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively.
• Is knowledgeable about the client’s accounts and business with the bank and uses sound judgment with customers and transactions.
• Energetically greet and interact with clients on the bank floor to proactively identify and address client sales and service needs; appropriately convert service requests into sales or referrals.

Requirements

• Approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and to identify the financial needs of the clients. May require standing 60-70% of the work day.
• Use the various marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients (e.g. sales wall, tablet, smart phone, workbench, iPads, etc.).
• Connect clients to the appropriate partners as necessary (e.g. leverage video conference for FA, mortgage specialist, etc.).
• Take full ownership of clients’ problems to resolve client complaints/issues promptly and effectively to ensure complete client satisfaction with resolution.
• Recognize transaction needs of clients, direct them to the alternative self-service channels and provide assistance with self-service as needed.
• Education: High School diploma or equivalent.

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.

Skills

• Preferred Skills: Retail experience.
• For complementary skills, please see above and/or contact the recruiter.

Pay

Primary Location: Arlington, Virginia, United States

Primary Location Full Time Salary Range: $53,670.00 - $70,030.00 In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com.

Benefits

Available offerings may vary by jurisdiction, job level, and date of hire.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Anticipated Posting Close Date

Jun 23, 2026