Head Universal Banker - Bilingual English/Spanish Speaking Preferred - Throggs Neck Branch

This is a leadership role responsible for providing exceptional service delivery to internal and external customers while guiding and supporting the branch team. The Head Universal Banker executes all service transactions and sales, leads, coaches, and mentors team members, and champions risk and control.

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, and supporting the Branch Manager.
• Exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g., ATM, Online, Mobile).
• Act as a subject matter expert for the branch and remain flexible in position based on branch coverage needs.
• Continuously learn new and existing products through sales aids (features, benefits, fees) while demonstrating a positive, can-do attitude and customer-first culture.
• Provide exceptional service delivery to resolve account service issues and respond to customer inquiries promptly and effectively.
• Use sound judgment with customers and transactions, demonstrating knowledge of the client’s accounts and business with the bank.
• Energetically greet and interact with clients on the bank floor to proactively identify and address client sales and service needs.
• Approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify financial needs (may require standing 60-70% of the workday).
• Use various marketing tools and digital technology (e.g., sales wall, tablet, smartphone, workbench, iPads) to present product offers and financial solutions.
• Connect clients to appropriate partners as necessary (e.g., leverage video conference for Financial Advisors, mortgage specialists).
• Take full ownership of clients’ problems to resolve complaints/issues promptly and ensure complete client satisfaction.
• Recognize transaction needs of clients, direct them to self-service channels, and provide assistance with self-service as needed.
• Educate clients on self-service capabilities and encourage the use of digital service channels (e.g., Online, Mobile, ATM, TCR, Teller Assist Unit).
• Exercise ownership to ensure all follow-up items are complete or handled appropriately, working harmoniously with multiple team members.
• Engage clients with a warm, friendly smile, pleasant demeanor, and by using the client’s name whenever possible.
• Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing.
• Listen carefully to clients and willingly assist with any questions or problems.
• Ensure all client needs are met before concluding transactions, making clients feel valued without being rushed.
• Show initiative, empathy, and proactively prevent and handle problems while assisting other tellers.
• Create a warm, welcoming, and friendly environment for customers and employees by fostering teamwork in the branch.
• Effectively execute all service transactions (e.g., deposits, payments, address changes, replacement card orders, disputes) and sales referral routines to deepen client relationships.
• Adhere to Citibank policies, standards, operational controls, and legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.
• Manage the supply of cash for branch needs, including incoming/outgoing cash shipments, vault cash, and buying/selling cash with branch Tellers and ATMs (including competence in using teller NBS system and cash recycler).
• Demonstrate good leadership skills and the ability to motivate others.
• Actively promote and participate in branch incentive programs by aligning with Citi’s business plan goals.
• Provide working leadership and guidance to peer Universal Bankers or Tellers through work assignments and technical guidance.
• Assist and provide coverage for the leadership team by leading by example.
• Provide feedback to management on ways to enhance sales processes and service delivery.
• Coach and educate Universal Bankers or Tellers on digital capabilities, transaction processes, and priorities, including a streamlined sales and service process and digital-first approach.
• Resolve complex client issues or needs; connect with relevant specialists or senior leaders as needed.
• Appropriately assess risk in business decisions, demonstrating consideration for the firm’s reputation and safeguarding Citigroup, its clients, and assets by driving compliance with applicable laws, rules, and regulations.

Requirements

• 2-4 years of relevant experience.
• High School diploma or equivalent.

Skills

• Required:
  • Experience with face-to-face customer service, digital engagement, and basic sales/referrals.
  • Open, client service orientation and a desire to help customers.
  • Excellent verbal and written communication skills.
  • Analytical and problem-solving skills.
  • Basic computer and digital tools skills.
• Preferred:
  • Sales experience.
  • Retail experience.

Benefits

• Competitive medical, dental, and vision coverage.
• 401(k) plan.
• Life, accident, and disability insurance.
• Wellness programs.
• Paid time off packages, including vacation, sick leave, and holidays.
• Discretionary and formulaic incentive and retention awards (for eligible employees).

Pay

$56,500.00 - $73,700.00 (full-time salary range).

Schedule

Full time.

Primary location: Bronx, New York, United States.