Universal Banker - Madison/42nd 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. This role not only executes all service transactions (e.g. deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) but also leads, coaches, and mentors team members. The Head Universal Banker plays a key role in championing risk and control, driving lobby leadership, and ensuring consistent delivery of client and team experiences aligned with the bank’s standards.

Location: New York, NY. Job Family Group: Consumer Sales; Job Family: Branch Sales.

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 (ex: 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