Job Description

The Head Universal Banker is responsible for providing exceptional service delivery to internal and external customers in coordination with the Branch team. The role involves executing all service transactions such as deposits, payments, address changes, replacement card orders, disputes, and sales including opening accounts and credit cards to deepen client relationships. Responsibilities include exhibiting strong sales and service skills, acting as a subject matter expert for the branch, continuously learning new and existing products, providing exceptional service to resolve account issues, greeting and interacting with clients to identify sales and service needs, educating clients on digital capabilities, using marketing tools and digital technology to present product offers, connecting clients to appropriate partners, taking ownership of client problems, encouraging use of self-service channels, ensuring follow-up items are completed, executing financial transactions in accordance with bank policies, creating a welcoming environment, adhering to Citibank policies and operational controls, managing cash supply and vault cash, demonstrating leadership skills, promoting branch incentive programs, providing guidance and coaching to peers, resolving complex client issues, and providing feedback to management. Qualifications include 1-3 years relevant experience, face-to-face customer service, digital engagement, basic sales/referrals experience, client service orientation, sales experience desired, excellent communication skills, analytical and problem-solving skills, basic computer and digital tools skills, and preferred retail experience. Education required is a High School diploma or equivalent.

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