Service Senior Supervisor - Branded Cards

The Service Sr. Supervisor is an intermediate position responsible for supervising the daily workflow of a Customer Service team in coordination with the Customer Service function. The overall objective is to ensure the best in class customer care focused on building and retaining valuable client relationships and drive commitment to the delivery of Citi’s products and services.

• Lead and develop a team of 15-25 care professionals and ensure they consistently meet performance metrics and provide effective customer service to Citi’s clients
• Develop leaders and their skillset and provide growth opportunities through guidance and mentorship in conjunction with succession planning
• Evaluate team’s performance and make recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
• Create and execute realistic action steps and timelines for the team with a strict attention to detail and performance
• Drive organizational change through innovation and process improvement, eliminating friction points for the team
• Achieve team performance excellence to ensure high quality and high volume productivity
• Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all employees and will be measured by specific metrics
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm’s reputation and safeguarding Citi, 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 supervising the activity of others and creating accountability for those who fail to maintain standards

• 2-5 years of relevant experience in a Customer Service role
• Proficient project management skills
• Effective written and verbal communication
• Influencing and relationship management skills
• Proficient with Microsoft Office

• Bachelor's/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Job Family Group:
Customer Service

Job Family:
Service

Time Type:
Full time

Primary

Location:

Florence, Kentucky, United States

Salary Range: $58,656.00 - $77,360.00

In addition to salary, Citi’s offerings may also include incentive and retention awards. Citi offers benefits including medical, dental & vision, 401(k), life, accident, disability insurance, and wellness programs. Citi also offers paid time off packages, including vacation, sick leave, and holidays. For more information about Citi employee benefits, please visit  Availability may vary 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:
Jan 15, 2026

Citi is an equal opportunity employer, and 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.

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 w Citi’s EEO Policy Statement and the Know Your Rights poster.