The Institutional Customer Service Fraud Manager is an intermediate management-level position responsible for providing full leadership and direction of processes and a team to provide client resolution and support in coordination with the Commercial Card Fraud Operations team. The overall objective of this role is to ensure the seamless delivery of customer service support to external clients.  This Institutional Customer Service Manager role is part of Commercial Card Fraud Operations supporting its people and processes. Commercial Card Fraud Operations is responsible for end-to-end Fraud and Nonfraud Operations for Citi’s Commercial Card suite of products offered to Large Market Corporations and Government Entities. Our mission is to protect our Clients and Citi through ensuring accurate Merchant transactions and minimizing Client and Citi fraud losses.

Responsibilities:

Manage Fraud unit typically consisting of multiple teams of non-exempt staff performing related tasks (e.g., customer service, training, business planning and analysis)
Responsible for ensuring performance targets and service level agreements are met for specific processes
Evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
Ensure team task/service quality by applying in-depth disciplinary knowledge of policies, concepts and procedures within own area
Provide solutions and influence decisions with potential for broader organizational impact
Contribute to the development of new dispute processing and fraud techniques, models and plans, as needed, and recommend and support new process enhancements/work procedures with broad scope of impact
Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels
Responsible for client satisfaction and delivery of end results by influencing decisions and addressing variable (occasionally complex) issues with substantial potential impact
Lead or support special projects and/or task forces and negotiate with external parties, as needed
Responsible for identifying, implementing, and maintaining appropriate risk controls for the process to minimize financial losses and maintain regulatory requirements
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's 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:

5-8 years of previous experience in financial operations management preferred
Previous experience with VISA and Mastercard fraud and/or non-fraud dispute processes preferred
·         Commercial Card product, Client, and systems understanding preferred

Ability to work with and understand large data sets through communication and visualization to third-parties in a simplified way for their understanding preferred
Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision
Demonstrated ability to lead teams to deliver results
Ability to foster a work environment of coaching, feedback and open communication
Demonstrated ability to identify and recommend opportunities to improve operating efficiency and customer satisfaction
Demonstrated organizational and problem-solving skills
Able to work successfully in a high-pressure environment and closely with peer group
 

Education:

Bachelor's degree/University degree or equivalent experience
 

This Institutional Customer Service Fraud Manager role is part of Commercial Card Fraud Operations and supporting it's people and processes. Commercial Card Fraud Operations is responsible for end-to-end Fraud and Nonfraud Operations for Citi’s Commercial Card suite of products offered to Large Market Corporations and Government Entities. Our mission is to protect our Clients and Citi through ensuring accurate Merchant transactions and minimizing Client and Citi fraud losses.

Responsibilities in addition to the above include end-to-end process ownership including, but not limited to, ensuring performance targets are met, identifying and implementing process improvements, and identifying/implementing/maintaining appropriate risk controls for the process. Beyond process ownership, this role includes end-to-end production Agent management with responsibility to ensure Agents maintain proper availability, successfully achieve performance targets, and follow all policies and procedures.

Additional Qualifications:

• Proven understanding and experience with VISA and Mastercard fraud and/or non-fraud dispute processes preferred.
• Experience managing fraud and/or non fraud dispute teams preferred.
• MasterCard and VISA Association guidelines experience and understanding preferred.
• Commercial Card product, Client, and systems understanding preferred.
• Demonstrated ability to take ownership, deliver results with pride, and succeed through collaboration.

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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Primary Location:

Sioux Falls South Dakota United States

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Primary Location Full Time Salary Range:

$66,240.00 - $99,360.00

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.

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Anticipated Posting Close Date:

Oct 10, 2024

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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 Accessibility at Citi.

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