Citi
Head Universal Banker- (Full Time)- One California Branch- San Francisco
Citi, San Francisco, California, United States, 94199
Overview
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 executes all service transactions (e.g. deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.), while leading, coaching, and mentoring team members. The Head Universal Banker champions risk and control, drives lobby leadership, and ensures consistent delivery of client and team experiences aligned with the bank’s standards. 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. Exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g. 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 our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively. Know the client’s 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; appropriately convert service requests into sales or referrals. Engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify financial needs; may require standing 60-70% of the work day. Use marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients (e.g. sales wall, tablet, smartphones, iPads, etc.). Connect clients to the appropriate partners as necessary (e.g. leverage video conference for financial advisor, mortgage specialist, etc.). Take full ownership of clients’ problems to resolve complaints/issues promptly and effectively to ensure complete client satisfaction with resolution. Recognize transaction needs of clients, direct them to alternative self-service channels, and provide assistance with self-service as needed. Educate clients on self-service capabilities and encourage use of digital service channels (Online, Mobile, ATM, etc.). Exercise ownership and ensure follow-up items are completed or handed off to the appropriate individuals, working harmoniously with multiple team members. Engage the Citi client by welcoming them with a warm, friendly demeanor and using the client name when possible, 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 assist with questions or problems the client has; ensure needs are met before concluding the transaction. 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 referrals to deepen client relationships. Adhere to Citibank 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 handling cash shipments, vault cash, and cash handling with Tellers and ATMs (including competence in teller NBS system & cash recycler).
Provide leadership to peers and participate in branch incentive programs aligned with Citi’s business plan goals. Provide working leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance as needed. Assist and provide coverage for leadership team by leading by example. Provide feedback to management on sales processes and service delivery; coach others on digital capabilities and streamlined sales and service processes. Resolve complex client issues by connecting with relevant specialists or senior leaders as needed. Assess risk in decision making, safeguarding Citi’s reputation and assets by driving compliance with laws and regulations, escalating and reporting control issues with transparency. Qualifications
2-4 years relevant experience Required Skills: Experience with face-to-face customer service, digital engagement and basic sales/referrals Open, client service orientation and desire to help customers Sales experience desired Excellent verbal and written communication skills Analytical and problem solving skills Basic computer and digital tools skills Preferred Skills: Retail experience Education
High School diploma or equivalent Good Faith Schedule—subject to change based on business needs. Monday through Friday 8:30am-5:30pm, some Saturdays as needed. Employees in a San Francisco City or County location and work a minimum of 8 hours per week, please note requirements related to the Fair Chance Ordinance. For more information, see the Fair Chance Ordinance poster. ------------------------------------------------------ Job Family Group:
Consumer Sales ------------------------------------------------------ Job Family:
Branch Sales ------------------------------------------------------ Time Type:
Full time ------------------------------------------------------ Primary Location:
San Francisco, California, United States ------------------------------------------------------ Primary Location Full Time Salary Range:
$56,500.00 - $73,700.00 In addition to salary, Citi’s offerings may also include discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire. ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Anticipated Posting Close Date:
Sep 26, 2025 ------------------------------------------------------ Citi 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 the Fair Chance Act and Citi’s Accessibility information. View Citi’s EEO Policy Statement and Know Your Rights poster.
#J-18808-Ljbffr
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 executes all service transactions (e.g. deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.), while leading, coaching, and mentoring team members. The Head Universal Banker champions risk and control, drives lobby leadership, and ensures consistent delivery of client and team experiences aligned with the bank’s standards. 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. Exhibit strong sales and service skills, presenting products and services while proactively educating clients on utilizing available access channels (e.g. 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 our internal and external customers to resolve account service issues and respond to customer inquiries promptly and effectively. Know the client’s 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; appropriately convert service requests into sales or referrals. Engage clients in the branch lobby to demonstrate expertise in digital capabilities and identify financial needs; may require standing 60-70% of the work day. Use marketing tools and digital technology available in the branch to present product offers and financial solutions to existing and potential clients (e.g. sales wall, tablet, smartphones, iPads, etc.). Connect clients to the appropriate partners as necessary (e.g. leverage video conference for financial advisor, mortgage specialist, etc.). Take full ownership of clients’ problems to resolve complaints/issues promptly and effectively to ensure complete client satisfaction with resolution. Recognize transaction needs of clients, direct them to alternative self-service channels, and provide assistance with self-service as needed. Educate clients on self-service capabilities and encourage use of digital service channels (Online, Mobile, ATM, etc.). Exercise ownership and ensure follow-up items are completed or handed off to the appropriate individuals, working harmoniously with multiple team members. Engage the Citi client by welcoming them with a warm, friendly demeanor and using the client name when possible, 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 assist with questions or problems the client has; ensure needs are met before concluding the transaction. 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 referrals to deepen client relationships. Adhere to Citibank 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 handling cash shipments, vault cash, and cash handling with Tellers and ATMs (including competence in teller NBS system & cash recycler).
Provide leadership to peers and participate in branch incentive programs aligned with Citi’s business plan goals. Provide working leadership and guidance to peer Universal Bankers or Tellers through assignment of work and technical guidance as needed. Assist and provide coverage for leadership team by leading by example. Provide feedback to management on sales processes and service delivery; coach others on digital capabilities and streamlined sales and service processes. Resolve complex client issues by connecting with relevant specialists or senior leaders as needed. Assess risk in decision making, safeguarding Citi’s reputation and assets by driving compliance with laws and regulations, escalating and reporting control issues with transparency. Qualifications
2-4 years relevant experience Required Skills: Experience with face-to-face customer service, digital engagement and basic sales/referrals Open, client service orientation and desire to help customers Sales experience desired Excellent verbal and written communication skills Analytical and problem solving skills Basic computer and digital tools skills Preferred Skills: Retail experience Education
High School diploma or equivalent Good Faith Schedule—subject to change based on business needs. Monday through Friday 8:30am-5:30pm, some Saturdays as needed. Employees in a San Francisco City or County location and work a minimum of 8 hours per week, please note requirements related to the Fair Chance Ordinance. For more information, see the Fair Chance Ordinance poster. ------------------------------------------------------ Job Family Group:
Consumer Sales ------------------------------------------------------ Job Family:
Branch Sales ------------------------------------------------------ Time Type:
Full time ------------------------------------------------------ Primary Location:
San Francisco, California, United States ------------------------------------------------------ Primary Location Full Time Salary Range:
$56,500.00 - $73,700.00 In addition to salary, Citi’s offerings may also include discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire. ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Anticipated Posting Close Date:
Sep 26, 2025 ------------------------------------------------------ Citi 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 the Fair Chance Act and Citi’s Accessibility information. View Citi’s EEO Policy Statement and Know Your Rights poster.
#J-18808-Ljbffr