Customer Service Senior Analyst Assistant Vice President

Citi; Tampa (FL); On-site; USD 71,000 - 106,000; Full time

Benefits offered by this job

Medical including dental/vision

401(k)

Paid time off

Wellness programs

Job summary

The New to Bank Lead Trainer at Citi Commercial Bank in Tampa is a senior contributor who delivers advanced training to New to Bank clients, including complex scenarios. This role blends delivery, content refinement, and mentorship to the broader training team.

You will partner with Onboarding, Service, Sales, Coverage, Product, and other stakeholders to ensure Citi standards are met and influence regional training improvements.

Qualifications

• 5-8 years of cash management and financial services experience preferred.
• Clear and concise written and verbal communication.
• Aptitude for utilizing reporting tools and applications.
• Proven organizational skills.
• Ability to drive results in a fast-paced environment.

Responsibilities

• Deliver high-quality systems and product training to New to Bank Citi Commercial Bank clients via virtual or onsite engagements.
• Manage complex or high-profile client training engagements with advanced judgment and coordination.
• Serve as subject matter expert and escalation point for training questions and scenarios.
• Mentor trainers to support knowledge development and best practices.
• Design, review, and refine training materials and delivery approaches.
• Promote training best practices and consistent delivery standards.

Skills

Training delivery

Mentoring

Stakeholder collaboration

Content design

Training strategy

Education

Bachelor's degree

Job description

The New to Bank Lead Trainer is a senior individual contributor role responsible for supporting the delivery and ongoing development of client training within Citi Commercial Bank (CCB). The role provides advanced training expertise for New to Bank clients, including complex client scenarios and training engagements requiring a higher level of judgment, coordination, and subject matter expertise.

In addition to delivering client training, the Lead Trainer serves as a key resource to the broader training team by mentoring peers, establishing and reinforcing training best practices, refining training content, and providing guidance on regional engagement and delivery models. The role partners with c Onboarding, Service, Sales, Coverage, Product, and other internal stakeholders to ensure training solutions align with client needs and Citi standards.

The Lead Trainer operates with a high degree of independence and is expected to influence the direction and implementation of improvements across the New to Bank training model.

Key Responsibilities

• Deliver high-quality systems and product training to New to Bank CCB clients through virtual and, when required, onsite engagements.
• Manage complex or high-profile client training engagements, including exceptions and scenarios requiring advanced judgment, coordination, or customized training approaches.
• Serve as a subject matter expert and escalation point for training-related questions, complex client scenarios, and trainer support.
• Mentor and provide guidance to trainers, supporting knowledge development, consistency, and adoption of training best practices.
• Design, review, and refine training materials, resources, procedures, and delivery approaches to improve the overall client and trainer experience.
• Establish and promote training best practices, standards, and consistent delivery expectations across the New to Bank training function.
• Provide guidance on regional engagement models and recommend approaches that improve training coverage, consistency, scalability, and effectiveness.
• Identify training trends, gaps, and opportunities for improvement and recommend solutions that enhance operational efficiency and client satisfaction.
• Influence the direction and implementation of training process improvements, including changes to workflows, procedures, tools, and training methodologies.
• Partner with Client Onboarding, Service, Sales, Coverage, Product, and other internal stakeholders to resolve complex training needs and ensure an effective transition of clients through the New to Bank journey.
• Support the development and implementation of new training initiatives, products, functionality, and process changes.
• Lead or contribute to regional and cross-functional projects, working groups, and initiatives related to client training and the broader New to Bank experience.
• Monitor training quality and provide recommendations to improve consistency, effectiveness, and adherence to established standards.
• Exercise independent judgment when addressing complex client training situations and provide recommendations to leadership regarding training strategy, processes, and operational improvements.

Qualifications

• 5-8 years of previous cash management and financial services experience preferred
• Consistently demonstrate clear and concise written and verbal communication
• Aptitude for utilizing reporting tools and applications
• Proven organizational skills
• Demonstrated ability to drive results in a fast-paced, goal-oriented environment

Education

• Bachelor's degree/University degree or equivalent 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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Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

Primary Location:

Tampa Florida United States

Primary Location Full Time Salary Range:

$70,720.00 - $106,080.00

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.

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Anticipated Posting Close Date:

Aug 25, 2026

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi. Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

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