Service Sr Supervisor - Branded Cards

Citi • Tucson, AZ

2d

About The Position

The Service and Sales Senior Supervisor is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide resolution to client service inquiries in coordination with the Customer Service team. The overall objective of this role is to resolve issues and respond to inquiries while identifying cross sell opportunities.

Requirements

• 2-5 years of relevant experience
• Experience in people management
• Working knowledge of the financial industry
• Knowledge of industry products and processes
• Demonstrated leadership and project management skills
• Demonstrated analytical skills
• Consistently demonstrates clear and concise written and verbal communication
• Ability to engage with different stakeholders
• Bachelor’s degree/University degree or equivalent experience

Responsibilities

• Supervise a team of 15-25 Service and Sales Associates to achieve individual and team performance goals
• Monitor, motivate, and develop team members to meet and exceed unit targets on sales and service quality
• Conduct timely evaluations and provide development feedback to team
• Analyze team performance and prepare basic reports using Management Information Systems (MIS)
• Liaise with other teams and stakeholders to address customer escalations, ensuring timely resolution and customer communication
• Utilize in-depth knowledge and evaluative judgement based on analysis of facts to resolve problems by identifying and selecting solutions
• 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.

Benefits

• 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.

What This Job Offers

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