Citigroup Inc.
The Service Sr. Supervisor is an intermediate position responsible for supervising the daily workflow of a Customer Service team in coordination with the Customer Service function. The overall objective is to ensure the best in class customer care focused on building and retaining valuable client relationships and drive commitment to the delivery of Citi’s products and services.
Responsibilities
Lead and develop a team of 15-25 care professionals and ensure they consistently meet performance metrics and provide effective customer service to Citi’s clients
Develop leaders and their skillset and provide growth opportunities through guidance and mentorship in conjunction with succession planning
Evaluate team’s performance and make recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
Create and execute realistic action steps and timelines for the team with a strict attention to detail and performance
Drive organizational change through innovation and process improvement, eliminating friction points for the team
Achieve team performance excellence to ensure high quality and high volume productivity
Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all employees and will be measured by specific metrics
Appropriately assess risk when business decisions are made, demonstrating 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 for those who fail to maintain standards
Qualifications
2-5 years of relevant experience in a Customer Service role
Proficient project management skills
Effective written and verbal communication
Influencing and relationship management skills
Proficient with Microsoft Office
Education
Bachelor's/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.
Job Family Group: Customer Service
Job Family: Service
Time Type: Full time
Primary Location: Florence, Kentucky, United States
Salary Range: $58,656.00 - $77,360.00
In addition to salary, Citi’s offerings may also include incentive and retention awards. Citi offers benefits including medical, dental & vision, 401(k), life, accident, disability insurance, and wellness programs. Citi also offers paid time off packages, including vacation, sick leave, and holidays. For more information about Citi employee benefits, please visit citibenefits.com. Availability 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: Jan 15, 2026
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. View Citi’s EEO Policy Statement and the Know Your Rights poster.
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Responsibilities
Lead and develop a team of 15-25 care professionals and ensure they consistently meet performance metrics and provide effective customer service to Citi’s clients
Develop leaders and their skillset and provide growth opportunities through guidance and mentorship in conjunction with succession planning
Evaluate team’s performance and make recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
Create and execute realistic action steps and timelines for the team with a strict attention to detail and performance
Drive organizational change through innovation and process improvement, eliminating friction points for the team
Achieve team performance excellence to ensure high quality and high volume productivity
Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all employees and will be measured by specific metrics
Appropriately assess risk when business decisions are made, demonstrating 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 for those who fail to maintain standards
Qualifications
2-5 years of relevant experience in a Customer Service role
Proficient project management skills
Effective written and verbal communication
Influencing and relationship management skills
Proficient with Microsoft Office
Education
Bachelor's/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.
Job Family Group: Customer Service
Job Family: Service
Time Type: Full time
Primary Location: Florence, Kentucky, United States
Salary Range: $58,656.00 - $77,360.00
In addition to salary, Citi’s offerings may also include incentive and retention awards. Citi offers benefits including medical, dental & vision, 401(k), life, accident, disability insurance, and wellness programs. Citi also offers paid time off packages, including vacation, sick leave, and holidays. For more information about Citi employee benefits, please visit citibenefits.com. Availability 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: Jan 15, 2026
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. View Citi’s EEO Policy Statement and the Know Your Rights poster.
#J-18808-Ljbffr