Citigroup Inc.
Head Universal Banker- (Full Time)- One California Branch- San Francisco
Citigroup Inc., San Francisco, California, United States, 94199
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) and sales (including opening accounts, credit cards, etc.), and leads, coaches, and mentors 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, and 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). 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 a customer-first culture. Provide exceptional service delivery to internal and external customers to resolve account service issues and respond to customer 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 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 digital capabilities and identify financial needs; may require standing 60-70% of the workday. Use marketing tools and digital technology in the branch to present product offers and financial solutions to existing and potential clients. Connect clients to appropriate partners as necessary (e.g., leverage video conferencing for financial advisors, mortgage specialists, etc.). Take ownership of client 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 Citi clients with a warm, friendly demeanor, using the client name when 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 clients and assist with questions or problems as needed. Ensure needs are met before concluding transactions, making the client feel valued without rushing. Show initiative, empathy, and proactively prevent and handle problems with clients while assisting other tellers as well. Create a warm, welcoming environment for customers and employees by fostering teamwork in the branch to ensure a positive overall customer experience. Execute all service and referral routines to deepen client relationships (deposits, payments, address changes, replacement card orders, disputes, etc.; sales including opening accounts, credit cards, etc.). Adhere to Citibank policies, standards, operational controls, and regulatory procedures to ensure safety and security of customer and bank assets. Assist with cash management duties as needed, including managing cash for branch needs and vault cash operations, with competence in teller systems. Demonstrate leadership skills and motivate others; actively promote branch incentive programs aligned with Citi’s goals. Provide working leadership and guidance to peers through assignment of work and technical guidance when needed; assist leadership with coverage by leading by example. Provide feedback to management on sales processes and service delivery; coach others on digital capabilities and streamlined sales/service processes. Resolve complex client issues or needs by connecting with relevant specialists or senior leaders as needed. Assess risk when making business decisions, safeguarding Citi’s reputation and assets by ensuring compliance with laws and policies and escalating, managing, and reporting control issues with transparency. Qualifications
2-4 years of 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 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 who work a minimum of 8 hours per week: please review rights pertaining to the Fair Chance Ordinance. Equal opportunity statement: Citi is an equal opportunity employer. Qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. For accommodations to apply, review Citi’s Accessibility resources and policies. Anticipated Posting Close Date: Sep 26, 2025.
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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, and 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). 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 a customer-first culture. Provide exceptional service delivery to internal and external customers to resolve account service issues and respond to customer 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 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 digital capabilities and identify financial needs; may require standing 60-70% of the workday. Use marketing tools and digital technology in the branch to present product offers and financial solutions to existing and potential clients. Connect clients to appropriate partners as necessary (e.g., leverage video conferencing for financial advisors, mortgage specialists, etc.). Take ownership of client 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 Citi clients with a warm, friendly demeanor, using the client name when 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 clients and assist with questions or problems as needed. Ensure needs are met before concluding transactions, making the client feel valued without rushing. Show initiative, empathy, and proactively prevent and handle problems with clients while assisting other tellers as well. Create a warm, welcoming environment for customers and employees by fostering teamwork in the branch to ensure a positive overall customer experience. Execute all service and referral routines to deepen client relationships (deposits, payments, address changes, replacement card orders, disputes, etc.; sales including opening accounts, credit cards, etc.). Adhere to Citibank policies, standards, operational controls, and regulatory procedures to ensure safety and security of customer and bank assets. Assist with cash management duties as needed, including managing cash for branch needs and vault cash operations, with competence in teller systems. Demonstrate leadership skills and motivate others; actively promote branch incentive programs aligned with Citi’s goals. Provide working leadership and guidance to peers through assignment of work and technical guidance when needed; assist leadership with coverage by leading by example. Provide feedback to management on sales processes and service delivery; coach others on digital capabilities and streamlined sales/service processes. Resolve complex client issues or needs by connecting with relevant specialists or senior leaders as needed. Assess risk when making business decisions, safeguarding Citi’s reputation and assets by ensuring compliance with laws and policies and escalating, managing, and reporting control issues with transparency. Qualifications
2-4 years of 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 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 who work a minimum of 8 hours per week: please review rights pertaining to the Fair Chance Ordinance. Equal opportunity statement: Citi is an equal opportunity employer. Qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. For accommodations to apply, review Citi’s Accessibility resources and policies. Anticipated Posting Close Date: Sep 26, 2025.
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