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Service Sr. Supervisor - Resident

Company: Citi Bank
Location: Jacksonville
Posted on: May 27, 2023

Job Description:

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 clientsDevelop leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planningEvaluate team's performance and makes 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 details and performanceDrive organizational change through innovation and process improvement, eliminating friction points for teamAchieve team performance excellence to ensure high quality and high volume productivityRecruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staffFulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firms reputation and safeguarding Citigroup, 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 supervise the activity of others and create accountability with those who fail to maintain these standards.Qualifications:2-5 years of relevant experience in a Customer Service roleProficient project management skillsEffective written and verbal communicationInfluencing and relationship management skillsProficient with Microsoft OfficeEducation:Bachelors/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.Hours 12:00pm - 9:00pm EST

Keywords: Citi Bank, Jacksonville , Service Sr. Supervisor - Resident, Other , Jacksonville, Florida

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