Head Universal Banker, South Ozone Park Branch

Leadership role responsible for providing exceptional service delivery to 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, 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) and demonstrate a positive, can-do attitude with a 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 clients’ 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 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; work harmoniously with multiple team members.
• Engage clients with a warm, friendly smile, using the client’s name whenever possible, and 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 (e.g., deposits, payments, address changes, replacement card orders, disputes) and sales (including opening accounts, credit cards) 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 consistent 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.
• Provide coaching and education to Universal Bankers or Tellers regarding 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 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.

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 employee benefits, including:
  • Medical, dental, and vision coverage.
  • 401(k) plan.
  • Life, accident, and disability insurance.
  • Wellness programs.
• Paid time off packages, including:
  • Planned time off (vacation).
  • Unplanned time off (sick leave).
  • Paid 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: South Ozone Park, New York, United States.