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Company: Citi
Location: Yulee
Posted on: May 16, 2022

Job Description:

This is a senior level AVP role whose main responsibility is to provide support for the Commercial Card eCommerce Product Suite and help bridge the gap between the Operations and Technology teams. This role will work in conjunction with the PA Tech Team and CAS. The PA Tech Team is a group of subject matter experts responsible for receiving, troubleshooting, researching, and resolving inquiries raised by Program Administrators. Technicians will respond to all inquiries and requests for assistance with technical and general issues to be resolved within agreed upon SLAs. The ideal candidate must provide expertise and advance knowledge, including in-depth problem solving to end users.


  • Respond to basic technical inquiries regarding the Commercial Card eCommerce products.
  • Assist Client Account Service environment with any outstanding or escalated tickets related to Technology (e.g. Watch, NAM Health, Client at Risk and RFP/RFI clients)
  • Triage and obtain the correct level of engagement to address issues, ensure resolved and perform follow-up with the client as it relates to Production Support and Development
  • Frequent communication with technology teams to ensure appropriate process and procedures are followed, client is provided next steps and abreast of any enhancements required
  • Develop a regular line of communication between what is happening within Ops and technology (Key Performance Indicators/Tracking, Escalation summaries related to technology, enhancements etc.)
  • Determine how technology is able to resolve escalations for key clients regionally
  • Issue Escalation - Taking ownership of issues and coordinating fast resolution
  • CIDB- Client information Data Base (i.e. Contracting) entries and monthly audit
  • PACT- Support CAS work (e.g. PA Tech, TIS and CAS Teams)
  • CCRS Access (Global Access)- Restore lost or impacted global access
  • CCRS Adhoc reporting- Request from banking, sales and AM team for program level reports (Pooled Environment)
  • SME for System Inquiries and CAS questions (GCMS, CitiManager, CCRS and CCMS)
  • Assist Technology and Client Account Specialist group with other duties as assigned
  • Daily or weekly Report on Incidents/Change/Problem tickets and SLA status
  • Report Major issues or Incidents
  • Possibly track repeated incidents in queues to minimize duplicates or offer a quick way to fix similar issues
  • Follow up with agents to close tickets or incidents that are near breach of SLA
  • Back up call shop by take incoming calls from PA s
  • Escalate issues that cannot be resolved on first call
  • Review and Work tickets that are assigned through email as needed
  • Develop subject matter expertise in Commercial Cards Online Tools (CitiManager, GCMS, VCA, CCRS,
  • Proactively contact PAs to provide updates, timelines, and set expectations
  • Review and resolve tickets escalated from Universal Agents or Customer Service
  • Work with production support to prioritize resolution for high and medium intensity clientsQualifications:
    • Must be able to work both weekend days (weekends are mandatory with this role)
    • Minimum 2 years relevant technical experience
    • Strong understanding of Microsoft Office Suite (Excel, Word, PowerPoint,
    • Strong troubleshooting and critical thinking skills
    • Strong verbal and written communication skills
    • Strong listening skills
    • Ability to meet SLA agreements
    • Knowledge of methodology to perform trending analysis
    • Basic knowledge of computer hardware
    • Ability to communicate complex topics to Clients
    • Basic knowledge of troubleshooting various browser versions (IE, Chrome, Firefox, Safari)
    • Experience in Commercial Card, TSYSEducation:
      • Bachelor's degree/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.Required shift: Thur-Sun/Sat-Tue 7a-6p/10a-9p (hours and days may vary to cover the entire weekend)-------------------------------------------------Job Family Group: Customer Service-------------------------------------------------Job Family:Institutional Customer Service------------------------------------------------------Time Type:Full time------------------------------------------------------Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Citigroup Inc. and its subsidiaries ("Citi ) invite all qualified interested applicants to apply for career opportunities. 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 .View the "" poster. View the .View the .View the -----------------------------Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

Keywords: Citi, Jacksonville , PA TECH SENIOR ANALYST, Professions , Yulee, Florida

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