Head Universal Banker - Friendship Heights branch

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 and sales, leads, coaches, and mentors team members, champions risk and control, drives lobby leadership, and ensures consistent delivery of client and team experiences aligned with the bank’s standards.

• 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 (ex: 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 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 the client’s accounts and business with the bank and use 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 digital capabilities and identify their financial needs. May require standing 60-70% of the work day.

• Use marketing tools and digital technology in the branch to present product offers and financial solutions to existing and potential clients (e.g. sales wall, tablet, smartphone, workbench, 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 the 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, TCR, Teller Assist Unit, if applicable).

• Own 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 welcoming demeanor, using the client's 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 the client and willingly assist with any questions or problems the client has.

• Ensure needs are met before concluding the transaction, making the client feel valued without rushing.

• Show initiative and empathy, 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 legal/regulatory procedures to ensure safety and security of customer and bank assets.

• Duties may include managing cash for branch needs and cash shipments, maintaining vault cash, and using teller NBS system & cash recycler to assist customers.

• Demonstrate good leadership skills and the ability to motivate others.

• Promote and participate in branch…