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Senior Client Account Specialist (Sr CAS)

Jacksonville, Florida

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

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

I grew up in Mountain Home, Idaho, and graduated from Mountain Home High School. My father was in the Air Force and we moved to Idaho from Guam when I was seven. I moved to Boise after high school to attend college at Boise State University. I’ve been married for six years and I am the proud mom of my little girl named Erna. I enjoy crafting, gardening, and cooking in my free time.

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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  • Primary Location: United States,Florida,Jacksonville
  • Education: Bachelor's Degree
  • Job Function: Institutional Client Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 19000170

Description


 About Citi
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi’s Mission and Value Proposition  explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.
This is a senior level Senior Client Account Specialist role whose main responsibility is to manage/lead the ongoing relationship with large Commercial Card following implementation. This includes driving client satisfaction, program growth and acting as a point of escalation for Customer Services. Senior Client Account Specialist provides a single Citi window for the client through regular calls and periodical meetings with senior Client representatives/decision makers.
Job Background/context:
The Commercial Cards business is a $450 Million business globally, which provides payment solutions through Credit Cards to leading multi-national corporations and public sector agencies. Clients include some of Citi CMB’s largest names, as well as major government agencies. The business provides the largest proprietary offering of any bank, spanning over 100 countries, 66 currencies and 27 languages. The business is expanding globally which includes launching a single global processing platform, enhancement of client tools, and re-evaluation of branding and solution packages.  Wholesale Card Operations is closely aligned to Product, Sales, Account Management, Implementations, Capabilities, and Technology. There are many interactions between these groups. 
Key Responsibilities:
•       The Senior Client Account Specialist serves as the Clients’ primary contact. They provide operational account management at a corporate client level.
•       The main responsibility is to maintain, strengthen and grow the ongoing relationship with Commercial Card Clients following set up by the implementation team and provide a single access window for client queries and concerns.
•        The Senior Client Account Specialist must be able to successfully do the following:
•        Ensure a seamless transition from Implementation into Business As Usual for new programs
•       Be a single point of contact, post Implementation for Clients and their Program Administrators (PA)
•       Drive consistently high levels of client satisfaction
•       Address the root causes of any recurring issues with Citi and Client functions
•       Assist the Call Center and Back Office functions with day-to-day cardholder problem resolution — very little direct contact with cardholders
•       Reconciliation of client financials relating to inbound payment files for onward crediting to individual cardholders
•       The Senior Client Account Specialist is a key part of the Relationship in conjunction with  the Account Manager.
•       Continually increase their own knowledge and understanding of the clients’ card program  and Citi’s global product offering
•       Leverage existing relationships to drive expansion of issuance among current programs
•       Create opportunities for proactive program improvement in concert with Account Management and other functional areas
•       Frequent proactive client communication. Lead regular conference calls. Schedule, organize and lead regular client service reviews in collaboration with Account Management and other functional areas where relevant
•       Influence the client to ensure that their program operates optimally for both them and Citi
•       Day-to-day issue resolution with key contacts at the client’s organization
•       Issue Escalation - Taking ownership of issues and coordinating fast resolution
•       Maintain Action Log and update regional/global teams and client as needed
•       Managing clients stock of plastic cards (if client specific) and associated collaterals related to card issuance by proactively tracking actual usage against client projections
•       Identify trends and carry out margin analysis to ensure smooth operation of the program
•       Create Opportunities for Proactive Program Improvement. Practice effective continuous process improvement within Operations and  with our clients to reduce errors, bottlenecks and ultimately, costs
•       Identify areas to cross sell cards products / solutions to existing clients and work with the Citi teams to develop these leads.
•       Grow programs, changes to scope, additional spend types
•       Program Maintenance
•       Ongoing Program Analysis
•       Engage and coordinate relevant Citi resources as needed to support the Client e.g. Operations, Product, implementations.


Qualifications


  • Effectively prioritize time & manage deadlines
  • Excellent Customer Service skills
  • Strong experience of Managing and developing client relationships
  • Track record of driving incremental sales in existing relationships
  • Knowledge of credit and debit card markets, products and processes within an Operations/Customer Service Dept.
  • Ability to learn or have experience using Web Tools used for Commercial Cards
  • Self-motivated, highly energetic, analytical problem solvers, and possess good relationship management skill
  • Highly articulate, with influential verbal skills and precise written skills
  • Strong MS Office and system skills
  • Ability to work in a pressured environment and multi-task is essential.
  • Must be proactive and prepared to investigate issues on own initiative with the minimum of information.
  • Excellent communication skills & ability to communicate at all levels.
  • Self-motivated and demonstrate high level of initiative.
  • Display a high level of attention to detail
  • Team player with other Senior Client Account Specialist and organizational partners
  • Self-motivated, highly energetic, analytical problem solvers, and possess strong relationship management skills.
  • Must have experience working within the Commercial  Cards Client Account Dept (CAS).
  • A1234


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