Head Universal Banker

We are seeking a highly skilled and customer-focused Head Universal Banker to join our team at the Darien Branch. As a key member of our branch team, you will be responsible for providing exceptional service delivery to our internal and external customers, executing all service transactions and sales referral routines, and deepening client relationships.

• Exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels.
• 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, demonstrating a positive, can-do attitude and customer-first culture.
• Provide exceptional service delivery to our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively.
• Be knowledgeable about clients' accounts and business with the bank, using sound judgment with customers and transactions.
• Energetically greet and interact with clients on the bank floor to proactively identify and address client sales and service needs.
• Approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify financial needs.
• Use various marketing tools and digital technology to present product offers and financial solutions to existing and potential clients.
• Connect clients to relevant partners as necessary and take full ownership of clients' problems to resolve complaints/issues promptly and effectively.
• Recognize transaction needs of clients, direct them to alternative self-service channels, and provide assistance with self-service as needed.
• Exercise ownership and ensure all follow-up items are complete or handled off to the appropriate individual(s) and work harmoniously with multiple team members.
• Engage 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.
• Execute financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancing.
• Listen carefully to the client and willingly assist with any questions or problems the client has.
• Make sure all needs are met before concluding the transaction, making the client feel their time is being valued without being rushed.
• Show initiative, empathy, and proactively prevent and handle 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 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, manage incoming/outgoing cash shipments, maintain vault cash, and buy/sell cash with branch Tellers and ATMs as needed.
• Provide working leadership and guidance to peer Concierge or Tellers through assignment of work and technical guidance, when needed.
• Assist and provide coverage for leadership team with leading by example.
• Provide feedback to management on ways to enhance sales processes and service delivery.
• Provide coaching and education to other Concierge or Tellers regarding digital capabilities, transaction processes, and priorities.
• Resolve complex client issues or needs, connect with relevant specialists or senior leaders as needed.

• 1-3 years of relevant experience.
• Required skills: face-to-face customer service, digital engagement, basic sales/referrals, open client service orientation, and desire to help customers.
• Desired skills: sales experience, excellent verbal and written communication skills, analytical and problem-solving skills, basic computer and digital tools skills.
• Preferred skills: retail experience, bilingual English/Spanish.
• Education: High School diploma or equivalent.