The Institutional Customer Service Manager is an intermediate management-level position responsible for providing full leadership and direction of processes and a team to provide client resolution and support in coordination with the Commercial Card Fraud Operations team. The overall objective of this role is to ensure the seamless delivery of customer service support to external clients. This Institutional Customer Service Manager role is part of Commercial Card Fraud Operations supporting its people and processes. Commercial Card Fraud Operations is responsible for end-to-end Fraud and Nonfraud Operations for Citi’s Commercial Card suite of products offered to Large Market Corporations and Government Entities. Our mission is to protect our Clients and Citi through ensuring accurate Merchant transactions and minimizing Client and Citi fraud losses.

Responsibilities:

• Manage Fraud unit typically consisting of multiple teams of non-exempt staff performing related tasks (e.g., customer service, training, business planning and analysis)

• Responsible for ensuring performance targets and service level agreements are met for specific processes

• Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.

• Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own area

• Provide solutions and influence decisions with potential for broader organizational impact

• Contribute to the development of new dispute processing and fraud techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact

• Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels

• Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact

• Lead or support special projects and/or task forces and negotiate with external parties, as needed

• Responsible for identifying, implementing, and maintaining appropriate risk controls for the process to minimize financial losses and maintain regulatory requirements

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 5-8 years of previous experience in financial operations management preferred

• Previous experience with VISA and Mastercard fraud and/or non-fraud dispute processes preferred

· Commercial Card product, Client, and systems understanding preferred

• Ability to work with and understand large data sets through communication and visualization to third-parties in a simplified way for their understanding preferred

• Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision

• Demonstrated ability to lead teams to deliver results

• Ability to foster a work environment of coaching, feedback and open communication

• Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction

• Demonstrated organizational and problem-solving skills

• Able to work successfully in a high-pressure environment and closely with peer group

Education:

• Bachelor's degree/University degree or equivalent experience

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

Primary Location:

Sioux Falls South Dakota United States

Primary Location Full Time Salary Range:

$66,240.00 - $99,360.00

In 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:

Aug 20, 2024

Citi 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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.