Head Universal Banker

2 weeks ago

San Rafael, California, United States Citigroup Inc Full time

The Head Universal Banker is responsible for delivering exceptional customer service to internal and external clients in collaboration with the Branch team.

The primary objective is to effectively execute all service transactions and sales referral routines to deepen client relationships.


Key Responsibilities:
Exhibits strong sales and service skills, presenting products and services while educating clients on available access channels.
Acts as a subject matter expert for the branch and remains flexible in position based on branch coverage needs.
Continuously learns new and existing products through sales aids, demonstrating a positive attitude and customer-first culture.
Provides exceptional service delivery to resolve account service issues and respond to customer inquiries promptly and effectively.
Is knowledgeable about client accounts and business with the bank, using sound judgment with customers and transactions.
Energetically greets and interacts with clients on the bank floor to proactively identify and address client sales and service needs.
May require standing 60-70% of the workday.
Ability to use various marketing tools and digital technology to present product offers and financial solutions to existing and potential clients.
Connects clients to relevant partners as necessary and takes full ownership of clients' problems to resolve client complaints/issues promptly and effectively.
Recognizes transaction needs of clients, directs them to alternative self-service channels, and provides assistance with self-service as needed.
Educates clients on self-service capabilities and encourages use of digital service channels.
Exercises ownership and ensures all follow-up items are complete or handled off to the appropriate individual(s) and works harmoniously with multiple team members.
Engages the Citi client by welcoming them with a warm friendly smile, pleasant demeanor, using the client name, whenever possible, and thanking them for doing business with Citi.
Executes financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing.
Listens carefully to the client and willingly assists with any questions or problems the client has.
Makes sure all needs are met before concluding the transaction, making the client feel their time is being valued without being rushed.
Shows initiative, empathy, and proactively prevents and handles problems with clients while assisting other tellers as well.

Create a warm, welcoming, and friendly environment for customers and employees by fostering teamwork in the branch to ensure a positive overall customer experience.

Effectively executes all service transactions and sales referral routines to deepen client relationships.

Adheres to and complies with Citibank policies, standards, operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.

May include managing the supply of cash for branch needs based on business demand, managing incoming/outgoing cash shipments, maintaining vault cash, and buying and selling cash with branch Tellers and ATMs, as needed.

Good leadership skills and the ability to motivate others.

Actively promotes and participates in branch incentive programs by promoting and participating in sales and service programs consistent with Citi's business plan goals.

Provides working leadership and guidance to peer Concierge or Tellers through assignment of work and technical guidance, when needed.

Assists and provides coverage for leadership team with leading by example.

Provides feedback to management on ways to enhance sales processes and service delivery.

Provides coaching and education to other Concierge or Tellers regarding digital capabilities, transaction processes, and priorities, including a streamlined sales and service process, digital-first approach, focus on client problem resolution, and effective utilization of digital technologies.

Resolves complex client issues or needs; connects with relevant specialists or senior leaders as needed.

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