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US Consumer Bank Customer Service – US Servicing Head

Locations: Jacksonville, Florida, Florence, Kentucky Job Function: Operations - Management Operations Employee Status: Regular Job ID: 19143826

Our mission is to Be the Best through customer-centric servicing and enabling best-in-class banking, digital first.    

The US Consumer Bank Customer Service Function is seeking a Head of US Servicing to work collaboratively with the US Consumer Bank Customer Service team to create a best in class customer-first servicing experience.  This role will be responsible for ~2250 FTEs located across multiple servicing locations in the US, including Jacksonville, FL/Florence, KY/San Antonio, TX.  This team provides front-line customer service for all customers enrolled in US Retail Bank and US Branded Cards proprietary products (e.g., Thank You Cards, Double Cash). 

A Day in the Life:

·       Create and execution on vision for front-line servicing that enables Citi’s digital bank strategy and being the best for our customers.

·       Reimagine the inbound sales program to maximize sales performance, while also ensuring highest possible returns and best customer experience.    

·       Lead the day to day servicing activities for 2250 front-line customer servicing representatives sitting across multiple servicing locations.  These activities include thinking and aligning strategically with peers on the Customer Service team on shared pillars to create a best-in-class servicing program – e.g., talent strategy, enabling training and tools, policies and procedures that support client-first servicing, and employee initiatives that generate excitement and high engagement. 

What You’ll Need:

  •        Deep empathy for customer experience – always analyzing and assessing from the customers’ viewpoint. 
  •        Clear and optimistic vision for what can be.  Proven ability to execute with urgency and pragmatism in the current environment.   
  • Proven ability to drive action and clear decisions, leveraging analytics and test & learn without being held back by them.  Ability to recognize andrecover quickly from failures – both as an individual and on behalf of the team. 
  •        Proven ability to create, communicate and ‘sell’ compelling strategies at all levels of the organization.  Highly effective at building, nurturing and leveraging relationships – even in challenging environments with sometimes competing priorities.  
  • Infectious excitement to lead a large, diverse team through change (great and small, slow and fast, clear and less obvious), and generate followership along the way.
  • Authentic people leader who invests in nurturing potential, as well as proven talent.  Conscious and supportive of diversity & inclusion, and the value they bring to customers, business and the team. 
  •        Bachelor’s Degree required. 
  • High affinity and comfort with technology (digital and non-digital), its rapid evolution as it relates to customer service, and the potential to redefine what servicing excellence can be
  • Authentic people leader who invests in nurturing potential, as well as proven talent.  Conscious and supportive of diversity & inclusion, and the value they bring to customers, business and the team. 
  •        Bachelor’s Degree required. 
  • experience


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

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

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

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