The Head Universal Banker is responsible for providing exceptional service delivery to our internal and external customers in coordination with the Branch team. The overall objective is to effectively execute all service transactions (e.g. deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) referral routines to deepen client relationships.Responsibilities:Exhibits 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 learns 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.Is knowledgeable about the client’s accounts and business with the bank and uses sound judgment with customers and transactionsEnergetically 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 referralsRequired to approach and engage clients in the branch lobby to demonstrate expertise in digital capabilities and to identify the financial needs of the clients. May require standing 60-70% of the work dayAbility to use the various 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, smart phone, workbench, iPads, etc.)Connect clients to the appropriate partners as necessary (e.g. leverage video conference for FA, mortgage specialist, etc.)Take full ownership of clients’ problems to resolve client complaints/issues promptly and effectively to ensure complete client satisfaction with resolutionRecognize transaction needs of clients, direct them to the alternative self-service channels and provide assistance with self-service as neededEducate clients on self-service capabilities and encourage use of digital service channels (e.g. Online, Mobile, ATM, TCR, Teller Assist Unit, if applicable, etc.)Exercises ownership and ensure all follow-up items are complete or handled off to the appropriate individual(s) and work harmoniously with multiple team membersEngage the Citi client by welcoming them with a warm friendly smile, pleasant demeanor, using the client name, whenever possible, and thanking them for doing business with CitiExecutes financial transactions in accordance with bank policies and procedures while maintaining an acceptable record in daily drawer balancingListens carefully to the client and willingly assists with any questions or problems the client hasMakes sure all needs are met before concluding the transaction, making the client feel his/her time is being valued without being rushedShows initiative, empathy and proactively prevents and handles problems with clients while assisting other tellers as wellCreate a warm, welcoming and friendly environment for customers and employees by foster teamwork in the branch to ensure a positive overall customer experience.Effectively executes all service transactions (e.g. deposits, payments, address changes, replacement card orders, disputes, etc.) and sales (including opening accounts, credit cards, etc.) referral routines to deepen client relationshipsAdheres to and comply with Citibank policies, standards, operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assetsDuties may include managing the supply of cash for branch needs based on business demand, in addition to managing incoming/outgoing cash shipments/maintains vault cash, including buying and selling of cash with branch Tellers and ATMs, as needed (including competence in using teller NBS system & cash recycler to assist customers)Good leadership skills and the ability to motivate othersActively promoting and participating in branch incentive program(s) by promoting and participating in a sales and service programs consistent with Citi’s business plan goalsProviding working leadership and guidance to peer Concierge or Tellers through assignment of work and technical guidance, when neededAssisting and providing coverage for leadership team with leading by exampleProvide feedback to management on ways to enhance sales processes and service deliveryProviding coaching and education to the other Concierge or Tellers regarding Digital capabilities, transaction processes and priorities, including a streamlined sales & service process, digital first approach, focus on client problem resolution and effective utilization digital technologiesResolving complex client issues or needs; connect with relevant specialists or senior leaders as neededQualifications:1-3 years relevant experienceRequired Skills:Experience with face-to-face customer service, digital engagement and basic sales/referralsOpen, client service orientation and desire to help customers is requiredSales experience desiredExcellent verbal and written communication skillsAnalytical and problem solving skillsBasic computer and digital tools skillsPreferred Skills: Retail experienceEducation:High School diploma or equivalentJob Family Group:Customer ServiceJob Family:Branch ServiceTime Type:Full timePrimary Location:Oakbrook Illinois United StatesPrimary Location Full Time Salary Range:$44,170.00 - $57,630.00In addition to salary, Citi’s offerings may also include, for eligible employees, 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.Anticipated Posting Close Date:Nov 20, 2024Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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 Accessibility at Citi ( the "EEO is the Law ( " poster. View the EEO is the Law Supplement ( .View the EEO Policy Statement ( .View the Pay Transparency Posting ( is an equal opportunity and affirmative action employer.Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.