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Overview

Our employees are energetic and dedicated individuals who work in a fast-paced and challenging position that relies on the ability to think and react quickly, formulate creative solutions to pressing problems, and serve clients with dedication. Our employees serve as the human voice and personality behind the Citi brand as they provide quality customer service with each and every client interaction.

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Success Profile

  • Customer focused 10
  • Enthusiastic 8
  • Quick thinking 10
  • Adaptable 9
  • Efficient 8
  • Digitally savvy 10

Additional Traits

  • Collaborative
  • Curious
  • Detail oriented
  • Goal oriented
  • Good listener
  • Patient
  • Problem Solver
  • Responsible

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Success Stories

Get inspired and hear what employees who started their careers in customer service have to say about Citi.

Erica Selvic

Erica

Escalation Specialist 5

Tenure at Citi: 10 years

How did you begin a career in customer service?

I’ve always been the type of person who loves helping and caring for others. That’s what customer service is all about. so I thought it would be a good fit! I started here at Citi because it also helped me get through college. The flexibility and hours available to work at night immediately made it an appealing environment for me along with the tuition reimbursement. My father and sister worked here at Citi before I did, and that’s how I heard about this job.

What does your day-to-day job entail and what do you like most about it?

My day-to-day job entails speaking with escalated customers by phone. My job consists of reviewing customer accounts and making decisions based on specific account scenarios. As a phones supervisor, what I like most is having the entitlements to help the customer if the situation warrants it or their account qualifies. I also deal with a lot of one-off situations that aren’t very common, which makes the job interesting, too.

What do you enjoy most about your role?

What I enjoy most about my job is the ability to reassure, calm, and care for upset customers. I really enjoy making customers feel valued, acknowledged, and appreciated, even if I can’t always give them what they want. It’s extremely satisfying making someone who was angry, happy by the end of the call.

What skill set does someone working in this kind of area need?

To perform this role, you have to be an excellent communicator and phenomenal listener. You must work well under pressure, and have excellent time management. You must be confident, firm, and assertive in all situations.

What advice would you give to someone looking to break into a career in customer service?

Always use positive language, be a leader, and learn from your mistakes!

Where can a career at Citi take you?

It can take you so many places! You can do management, training, project management, and so much more; you don’t have to just be on the phones. There are many opportunities to explore!

What makes Citi a good place to work?

Citi is a good place to work because they are committed to a work-life balance. Citi is flexible with shifts offered, whether you’re a student or new parent. The pay is extremely competitive and the benefits like vacation time, health insurance, and tuition reimbursement are all added bonuses. Citi really takes care of its people.

What is the culture like at Citi?

The culture at Citi is one of the most diverse, collaborative, inviting, and personal I’ve ever experienced. The people you work with are going to be the main reason you want to stay!

Megan Schneider

Megan

Citigold Customer Service

Tenure at Citi: 3.5 Years

Can you tell us a little about yourself and your background?

I have worked in Customer Service since my first job at age 14. I grew up and live in Northern Kentucky and I have a 3-year-old son.

How did you begin a career in Customer Service?

I worked in the restaurant business until I started at Citi in 2014. I worked my way up to management.

What does your day-to-day job entail and what do you like most about it?

Citigold agents follow through with clients from beginning to end. We solve multiple complex problems every day.

What do you enjoy most about your role?

I really like interacting with people from all over the world. I like solving complex problems presented by our clients.

What skill set does someone working in this kind of area need?

Patience and understanding are very important. When speaking with a client, you never know what is happening in their life. You need to be sensitive to their needs.

What advice would you give to someone looking to break into a career in customer service?

Don’t give up. It will seem hard in the beginning, but once you get into the swing of things it will come more easily.

Where can a career at Citi take you?

Not only can you climb the ladder within Citi but your experience here could help you with future career opportunities you may have outside of the banking world.

What makes Citi a great place to work?

Great work-life balance, amazing benefits, and vacation time.

What is the culture like at Citi?

The culture is very diverse. I also love the culture within our teams. It is like having another family at work.

Nandish Prabhakar

Nandish

Branch Operations & Service Head

Tenure at Citi: 11 years

Can you tell us a little about yourself and your background?

I am an accidental banker with no background or family member in the banking industry. In fact, what led me to being a banker was a customer service job in BPO. Having worked in the customer support function, I developed immense interest in customer service and was keen to move to a customer-facing function or a role on the front-end giving me the opportunity to interact with customers.
I joined Citi in 2006 and have since been associated with this brand and worked in multiple functions across multiple locations. I currently manage Citi’s flagship branch in Bangalore City. I have over 15 years of experience in customer service and banking. I hold a postgraduate degree in business management. Travel, music, and food are my passions.

How did you begin a career in customer service?

My journey with customer service began early in my work career when I used to work for the phone banking division of Citi, where providing the highest level of care to problem solve for customers was the top priority. It meant I was talking to very happy customers, upset customers, frustrated customers, etc. What I loved the most was solving customers’ issues smoothly and leaving them satisfied or even happier than when then originally called. I’m thankful I got an opportunity to make customers feel valued – irrespective of the situation.

What does your day-to-day job entail and what do you like most about it?

On a typical workday, I am responsible for overseeing a team that provides a comprehensive client service. The primary focus is on enhanced service excellence to Citibank customers across client segments and channels of delivery, and seamless execution of retail banking solutions that are within a controlled environment. Primary responsibility includes managing the level of service quality to ensure high-quality customer satisfaction in all aspects of retail branch banking processes & procedures.

What do you enjoy most about your role?

I love it when you take an unhappy customer who might be at the point of giving up and turn him/her around to a happy customer that is ready to give you another chance. I enjoy the people I work with. It is a fun and friendly atmosphere and I actually look forward to going to work every morning.

What skill set does someone working in this kind of area need?

  • Patience
  • Listening
  • Attentiveness
  • Clear communication skills
  • Knowledge of the product
  • Ability to use positive language
  • Time management skills.
  • Ability to read customers
  • Goal oriented focus
  • Persuasion skills
  • Willingness to learn
  • Most importantly - Empathy

What advice would you give to someone looking to break into a career in Customer Service?

Today’s competitive environment revolves around the “customer,” where customer is the king and choices are many. Everyone today is selling something – product, service, idea, etc. However the key differentiating factor is how you handle the customer and the level of service that is provided. Inability to provide utmost satisfaction to the customer cannot lead to a long association with the products that the franchise has to offer.

If you enjoy working with people and thrive on making others happy, a career in customer service could be exactly what you need to fulfill your ambitions. There are customer service jobs available in almost every industry. With the right skill set and the desire to help people, you’ll find a variety of different job options to consider. You’ll also have the opportunity for job growth and will be able to move up the career ladder.

Where can a career at Citi take you?

The customer service career pathway prepares you for a variety of positions that involve problem solving, meeting the needs of clients, and working with large diversified teams. Beyond the opportunities for personal growth, the road to and through customer service can lead to career advancement.

Some next-step roles may include:

  • Management/Supervisory roles
  • Product Development/Marketing Department
  • Sales Positions
  • Training & Development
  • Compliance

What makes Citi a great place to work?

I believe people and a firm's culture are very important in one's decision to work at a certain company. I think I would say that what makes Citi really unique is its diversity and the ability for employees to collaborate and innovate. Our leadership is exceptional and the connection with all employees in the organization across levels is something we admire. We have 200 years of legacy, experience, and brand value that no other company can offer.

What is the culture like at Citi?

A truly strong culture that offers mutual support, promotes trust, rewards employees' efforts, and ensures that employees know their work is meaningful. This is clearly visible in our mission to “serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress” and how all employees are aligned to this.

Eric Weigand

Eric

Billing Disputes Expert

Tenure at Citi: 2 Years

Can you tell us a little about yourself and your background?

I’ve lived in Arizona most of my life and I’m married with three kids. I’ve worked a lot in customer service and related roles. Before working in Citi, I was self-employed as a financial advisor.

How did you begin a career in customer service?

I first started working in customer service in retail. I spent a lot of time helping people find things and answering questions about products. I learned early on that sometimes people don’t know what they need, so it’s important to ask questions and get to know your customer a little.

What does your day-to-day job entail and what do you like most about it?

My day is spent reviewing disputes with our card members and helping them understand the current status of their dispute. Educating our card members about their disputes is very important, as it’s a confusing process. I like the challenge that is presented. Every call is different and finding the solution can sometimes be more complicated than it appears.

What do you enjoy most about your role?

Every call, even calls about the same kinds of disputes, can be different. This can keep the calls fresh and prevent you from settling into a boring humdrum of repetition. The people that I work side-by-side with are great.

What skill set does someone working in this kind of area need?

Patience and empathy. A lot of calls are from people who don’t understand the process and want to know why a charge was put back on their account. We have to take the time to understand their point of view and educate them on the best path to take to move the dispute forward.

What advice would you give to someone looking to break into a career in customer service?

Don’t take things personally. You’re going to occasionally get a call where someone is mad and they are yelling. These people are mad at a situation, not at you. Also, if you don’t know the answer, take the time to ask someone.

Where can a career at Citi take you?

Citi is full of opportunities! There are many different departments and various opportunities to move up. Work hard and stick with it and you can achieve any kind of goal.

What makes Citi a good place to work?

The environment at Citi is great. There’s a certain solidarity in Citi amongst everyone. Also, hard work pays off and is recognized.

What is the culture like at Citi?

Citi cultivates a culture of oneness and respect. I can talk to anyone from anywhere in the country in Citi and get the sense that we’re on the same team. I’ve seen this company bend over backwards to go out of its way to help its employees and accommodate them. There’s a very real sense that Citi cares.

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Benefits

Citi offers a variety of benefits and resources to help you live well. Use them to invest in yourself, including your health, future, and well-being. Living well is about more than good physical health. It's about your financial well-being, too. That's why we offer a variety of resources to help you save and be well in all aspects of your life.

  • Healthcare

    Your Citi health benefits are a valuable part of the rewards of working at Citi. Specific coverage varies by country.

  • Insurance

    Citi provides a basic level of life insurance coverage, as well as the opportunity to enroll in additional coverage.

  • Retirement Savings

    Citi’s retirement programs enable you to make a plan for retirement and support you in achieving your savings goals.

  • Well-being

    Your Citi benefits include programs intended to help you improve your health and reduce healthcare costs.

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Career Path - People Manager
Career Path - People Manager
Career Path - Core Infrastructure
Career Path - Core Infrastructure

Responsibilities

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The Client Mgmt Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Excellent communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

  • Manage a portfolio of high profile and ‘Grow’ clients, who are expected to increase their relationship and revenue with Citi.
  • Identifies institutional issues and creates, and collaborates to create, enterprise-wide solutions that benefit all clients.
  • Develop and maintain excellent client contacts and materials, supported by face-to-face customer visits and calls.
  • Manage large ad hoc projects in region
  • Provide clients with regular and ad hoc MIS/Service Inquiry Analysis to enable them to understand their transaction and inquiry activity. Host review calls to discuss and analyse these.  Work with clients to improve their productivity and usage of self-service tools
  • Simplify the client experience by taking regional ownership of client servicing issues and facilitates resolution through engaging Citi business partners. Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider
  • Provides support and guidance to service partners to ensure a seamless client experience across regions
  • Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional points of contact & Service Delivery partners)
  • Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals
  • Work closely with CSOs and internal teams on our Client at Risk process & support escalation resolution as necessary to facilitate timely resolution
  • Develop end-to-end capability, infrastructure & process improvement plan to support improved quality service
  • Partner with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies
  • Lead and participate in cross departmental initiatives
  • Support the continued roll out of standard internal systemic solutions engaging partners at branches ensure successful implementation.
  • Participate fully in the creation of the models for client coverage with countries in your cluster
  • Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals
  • Acts as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities
  • Lead regular calls with clients and attend service review meetings
  • Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment maintained at all times.
  • Conduct client-facing projects to help our clients become more efficient and lead re engineering projects to strategically enhance client experience across all clients
  • Drive metrics and participate in communication sessions with all partners

Development value:

Successful candidate will learn and/or build skills in the following areas:

  • Proactively managing a portfolio of client service relationships and ensuring clients are satisfied with and trained on TTS products and services
  • Maintaining a detailed understanding of the client’s profile while adhering to agreed service levels and leading regular service reviews to ensure client satisfaction
  • Acting as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities
  • Managing our internal Client at Risk process and supporting escalation resolution

This role does not require FSA registration

Qualifications:

  • Bachelors degree or equivalent experience
  • Travel required: up to 25% of the time

Competencies:

  • Productivity/ Project Management: Project management skills and willingness to own an issue and bring it to completion
  • Communication: excellent written and oral communication skills
  • Effective in working cross functionally
  • Negotiating and influencing others
  • Achieving/ Driving Results: Analytical skills for work flow, process and systems analyses
  • Technological Proficiency/ Knowledge: Proficient in utilizing reporting tools, applications, systems
  • Industry Knowledge: Well-developed working knowledge of the business and the upstream and downstream influences
  • Understanding the needs of the client

Skills

  • Well-developed working knowledge of the business and the upstream and downstream influences
  • Strong interpersonal and relationship-building skills
  • Strong written and oral communication
  • Proven ability to develop client solutions
  • Strong analytical skills: ability to analyse processes and systems, evaluate data, and identify process improvements
  • Intermediate to Advanced level MS Office Skills
  • Workload balancing: portfolio at this level can be a mix of clients and projects with varying levels of demand

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

Renault ID - R1955411

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - IE

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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 CLICK HERE.

To view the "EEO is the Law" poster CLICK HERE. To view the EEO is the Law Supplement CLICK HERE.
To view the EEO Policy Statement CLICK HERE.
To view the Pay Transparency Posting CLICK HERE.

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