Service Sr Supervisor - Branded Cards

Overview

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 resolve client service inquiries in coordination with the Customer Service team. The overall objective of this role is to resolve issues, respond to inquiries, and identify cross‑sell opportunities.

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 the 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 judgment 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 Citi, 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 supervising the activity of others and creating accountability with those who fail to maintain these standards.

Qualifications

• 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.

Education

• Bachelor’s degree/University degree or equivalent experience.

Job Details

• Job Family Group: Customer Service
• Job Family: Service & Sales
• Time Type: Full time
• Primary Location: Florence Kentucky, United States
• Salary Range: $58,656.00 – $77,360.00

Benefits

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.

Equity and Diversity

Citi is an equal‑opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. 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, review Accessibility at Citi.