Head Universal Banker - Las Colinas Branch

About the role

The Head Universal Banker is a leadership role responsible for providing exceptional service delivery to internal and external customers while guiding and supporting the branch team. This role executes all service transactions (e.g., deposits, payments, address changes, replacement card orders, disputes) and sales (including opening accounts, credit cards), while also leading, coaching, and mentoring team members. The Head Universal Banker champions risk and control, drives lobby leadership, and ensures consistent delivery of client and team experiences aligned with the bank’s standards.

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, leveraging 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; convert service requests into sales or referrals.
• 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 handed off to the appropriate individual(s) and work harmoniously with multiple team members.
• Engage clients with a warm, friendly smile, pleasant demeanor, and use the client’s name whenever possible; thank them for doing business with Citi.
• 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 the transaction, making them 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 and sales/referral routines to deepen client relationships.
• Adhere to and comply with Citibank policies, standards, operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.
• Manage the supply of cash for branch needs based on business demand, including managing incoming/outgoing cash shipments, maintaining vault cash, and buying/selling cash with branch Tellers and ATMs (including competence in using teller NBS system & 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 assignment of work 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 other Universal Bankers or Tellers on digital capabilities, transaction processes, and priorities, including a streamlined sales and service process, digital-first approach, and effective utilization of digital technologies.
• Resolve complex client issues or needs; connect with relevant specialists or senior leaders as needed.
• Appropriately assess risk when making 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, adhering to Policy, applying sound ethical judgment, and escalating, managing, and reporting control issues with transparency.

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 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.
• For eligible employees, discretionary and formulaic incentive and retention awards.

Pay

Full-time salary range: $49,900.00 - $65,100.00.

Schedule

Full time.

Primary location: Irving, Texas, United States.