Head Universal Banker, Mill Valley Downtown Branch

OverviewThe 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 executes all service transactions and sales, leads, coaches, and mentors team members, and champions risk and control, driving lobby leadership and ensuring consistent delivery of client and team experiences aligned with the bank’s standards.ResponsibilitiesLead, coach, and support Universal Bankers and Tellers by modeling excellent service behaviors and mentoring on sales, service, and compliance routines.Guide 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 (ATM, Online, Mobile, etc.).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, etc.) demonstrating a positive, can-do attitude and customer-first culture.Provide exceptional service delivery to internal and external customers to resolve account service issues and respond to inquiries promptly and effectively.Be knowledgeable about client accounts and business with the bank and use sound judgment with customers and transactions.Greet and interact with clients on the bank floor to proactively identify and address sales and service needs; appropriately convert service requests into sales or referrals.Approach and engage clients in the branch lobby to demonstrate digital capabilities and identify financial needs; may require standing 60-70% of the work day.Use marketing tools and digital technology to present product offers and financial solutions (sales wall, tablet, smartphone, iPads, etc.).Connect clients to appropriate partners as necessary (e.g., leverage video conference for financial advisor, mortgage specialist, etc.).Take ownership of client problems to resolve complaints promptly and effectively, ensuring complete client satisfaction with resolution.Recognize transaction needs, direct clients 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 (Online, Mobile, ATM, etc.).Exercise ownership to ensure follow-up items are completed and collaborate with team members as needed.Promote a warm, welcoming environment and foster teamwork to ensure a positive overall customer experience.Execute service transactions and sales referrals to deepen client relationships while adhering to bank policies and controls.Adhere to Citi policies, standards, operational controls, and regulatory procedures to ensure safety and security of customer and bank assets.May include managing cash supply for branch needs and cash handling duties, including use of teller NBS system and cash recyclers as needed.Provide leadership and guidance to peers through assignment of work and technical guidance when needed.Provide feedback to management on ways to enhance sales processes and service delivery.Provide coaching on digital capabilities, transaction processes, and priorities, focusing on a digital-first approach and effective use of digital technologies.Resolve complex client issues or needs and connect with relevant specialists or senior leaders as needed.Assess risk when making business decisions and escalate/control issues with transparency.Qualifications2-4 years relevant experienceExperience with face-to-face customer service, digital engagement and basic sales/referralsOpen, client service orientation and desire to help customersSales experience desiredExcellent verbal and written communication skillsAnalytical and problem solving skillsBasic computer and digital tools skillsPreferred Skills: Retail experienceEducationHigh School diploma or equivalentCitigroup is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.Job DetailsJob Family Group: Consumer SalesJob Family: Branch SalesTime Type: Full timePrimary Location: Mill Valley, California, United StatesFor additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire. #J-18808-Ljbffr