Customer Service Lead Analyst

Citi • Tampa, FL

7d

About The Position

The Customer Service Lead Analyst is a senior-level position responsible for leading client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Requirements

• 6-10 of years of experience in payment operations or traditional/alternative payment methods; or extensive years of experience in analysis and data mining experience, preferably in a risk management
• Experience with fraud mitigation
• Demonstrated ability to lead, drive results and implement change in a rapidly-changing, goal-oriented environment
• Proven problem-solving, organizational and analytical skills
• Proven crisis management skills

Nice To Haves

• Master's degree preferred

Responsibilities

• Develop and exercise business plans, policies and procedures as well as projects to improve efficiencies, as needed
• Manage a specific product or process within a specific infrastructure area and advise on significant business/product decisions
• Analyze operational flow for potential risks and ensure operational execution
• Oversees complex analyses to identify authentication strategy and procedure gaps
• Ensure appropriate balance between fraud risk, operational cost and customer experience
• Update the Manager Control Assessment process, ensuring that all risks related to Client Operations are captured
• 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.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees