Citigroup Inc.
Head Universal Banker (Full Time)- One California Street
Citigroup Inc., 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 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 digital 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, demonstrating a positive, 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 the client’s accounts and business with the bank and use sound judgment with customers and transactions. Greet and interact with clients on the bank floor to identify and address sales and service needs; convert service requests into sales or referrals where appropriate. 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. Utilize marketing tools and digital technology to present product offers and financial solutions to clients (e.g. sales wall, tablets, smartphones, iPads). Connect clients to appropriate partners as needed (e.g. leverage video conferencing with financial advisors or mortgage specialists). Take ownership of client problems to resolve complaints promptly and effectively to ensure client satisfaction with resolution. Recognize transaction needs and direct clients to alternative self-service channels; assist with self-service as needed. Educate clients on self-service capabilities and encourage use of digital channels (Online, Mobile, ATM, etc.). Exercise ownership to ensure follow-up items are completed and collaborate with team members to maintain smooth operations. Foster a warm, welcoming environment and promote teamwork to ensure a positive customer experience. Execute service transactions and referrals to deepen client relationships while adhering to policy and security standards. Adhere to Citibank policies and regulatory procedures to safeguard customer and bank assets. Assist with cash operations as needed and demonstrate competence with cash handling tools and systems. Provide leadership, motivate others, and participate in branch incentive programs aligned with Citi’s goals. Offer coaching and guidance to peers regarding digital capabilities, transaction processes, and sales/service optimization. Resolve complex client issues or needs and connect with relevant specialists or senior leaders as needed. Assess risk in business decisions, safeguard the firm’s reputation, and escalate and manage control issues with transparency. Qualifications
2-4 years relevant experience 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: Retail experience Education
High School diploma or equivalent ------------------------------------------------------ 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 include incentive and retention awards. Citi offers benefits including medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Paid time off includes vacation, sick leave, and holidays. Availability of benefits varies 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 22, 2025 Equal Opportunity Employer: Citi is an equal opportunity employer, and qualified candidates will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. If you require a reasonable accommodation to use our search tools or apply, please review Accessibility at Citi and the EEO Policy Statement.
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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 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 digital 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, demonstrating a positive, 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 the client’s accounts and business with the bank and use sound judgment with customers and transactions. Greet and interact with clients on the bank floor to identify and address sales and service needs; convert service requests into sales or referrals where appropriate. 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. Utilize marketing tools and digital technology to present product offers and financial solutions to clients (e.g. sales wall, tablets, smartphones, iPads). Connect clients to appropriate partners as needed (e.g. leverage video conferencing with financial advisors or mortgage specialists). Take ownership of client problems to resolve complaints promptly and effectively to ensure client satisfaction with resolution. Recognize transaction needs and direct clients to alternative self-service channels; assist with self-service as needed. Educate clients on self-service capabilities and encourage use of digital channels (Online, Mobile, ATM, etc.). Exercise ownership to ensure follow-up items are completed and collaborate with team members to maintain smooth operations. Foster a warm, welcoming environment and promote teamwork to ensure a positive customer experience. Execute service transactions and referrals to deepen client relationships while adhering to policy and security standards. Adhere to Citibank policies and regulatory procedures to safeguard customer and bank assets. Assist with cash operations as needed and demonstrate competence with cash handling tools and systems. Provide leadership, motivate others, and participate in branch incentive programs aligned with Citi’s goals. Offer coaching and guidance to peers regarding digital capabilities, transaction processes, and sales/service optimization. Resolve complex client issues or needs and connect with relevant specialists or senior leaders as needed. Assess risk in business decisions, safeguard the firm’s reputation, and escalate and manage control issues with transparency. Qualifications
2-4 years relevant experience 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: Retail experience Education
High School diploma or equivalent ------------------------------------------------------ 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 include incentive and retention awards. Citi offers benefits including medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Paid time off includes vacation, sick leave, and holidays. Availability of benefits varies 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 22, 2025 Equal Opportunity Employer: Citi is an equal opportunity employer, and qualified candidates will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. If you require a reasonable accommodation to use our search tools or apply, please review Accessibility at Citi and the EEO Policy Statement.
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