Service Senior Supervisor

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 best‑in‑class customer care focused on building and retaining valuable client relationships and driving 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 skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning.
• Evaluate team performance and make recommendations for staffing, pay increases, promotions, terminations, and other personnel decisions.
• Create and execute realistic action steps and timelines for the team with 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, measured by specific metrics.
• 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 supervising the activity of others and creating accountability with those who fail to maintain these 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.

Schedule:

Tuesday – Saturday, 3:00 pm – 12:00 am EST.

Primary

Location:

14000 Citi Cards Way, Building B, Jacksonville.

Salary Range (Full Time): $58,656.00 – $77,360.00.

Benefits include medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned vacation, unplanned sick leave, and paid holidays. For additional information regarding Citi employee benefits, please visit  Available offerings may vary by jurisdiction, job level, and date of hire.

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.

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