Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in customer service and people management.

By Joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team/Role Overview:

This is an intermediate management-level position responsible for providing full leadership and direction of a team to provide client resolution and support in coordination with the Customer Service team. The overall objective of this role is to ensure the seamless delivery of customer service support to external clients.

What you will do:

• Manage Customer Service unit typically consisting of multiple teams of non-exempt staff performing related tasks (e.g., customer service, training, business planning and analysis)
• 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 customer service 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
• Deliver a high-quality service experience across the client base and inform clients of ongoing market initiatives

What we will need from you:

• Previous experience in financial services call center management preferred
• Bilingual/Multilingual – Fluent in English as well one or more of the following languages -  Spanish, German, Italian & French
• Proven self-reliance, self-motivation, and accountability to complete objectives with limited supervision
• Demonstrated ability to lead teams to deliver results
• Ability 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

What we can offer you:

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. 

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive. 

Citigroup Customer Support Work From Home Jobs (Full Time, Part Time)