Credit Maint Sr Supervisor

The Credit Maintenance Manager is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to capture and record data on credit exposures, obligors and facilities in relevant credit systems in coordination with the Operations - Services team. The overall objective of this role is to lead data quality efforts, analyze and report credit exposure, escalate deficiencies and recommend delinquent strategies in alignment with overall credit policies.

Responsibilities:

• Manage a team of professionals to accomplish established goals and conduct personnel duties for team (e.g. performance evaluations, hiring and disciplinary actions)
• Contribute to the development and implementation of policies and procedures to increase efficiency of credit initiation process
• Contribute to policy formation, budget, capacity, and resource planning
• Manages projects, staffing requirements, and ensures team deliverables as well as coaches and motivates team
• Manage one Credit Initiation unit including various supervisors, senior supervisors, and support staff such as verification, data entry, and vendor management
• Analyze information and provide evaluative judgements to resolve complicated problems and discrepancies consistent with approval guidelines
• Develop new work procedures, analyze complex and variable issues, and apply in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues
• 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 experience
• Demonstrated expertise in the areas of Credit, Project Management, and Collections/Non-compliance
• Proven ability to persuade and influence others
• Experience negotiating with external partners preferred
• Consistently demonstrates clear and concise written and verbal communication

Education:

• Bachelor’s degree/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.

Description:

• Supervise a team of approximately 10-15 Credit Bureau Dispute agents focus on Branded Cards accounts
• Motivate employee performance and continuously develop talent though training, encouragement, feedback, and coaching
• Consistently reach aggressive business-defined performance indicators with urgency and commitment
• Focus on overall quality and customer experience
• Serve as a role model in a culture of accountability, integrity, and respect
• Promote an environment of open communication
• Participate in various project teams and critically evaluate current processes for improvement
• Make evaluative judgments to solve problems and troubleshoot discrepancies based on factual information and resolving problems  
• Is responsible for interpreting procedures and policies and employing such to guide agents in achieving resolution for complex problems
• Provides input on appropriate staffing requirement to meet operational needs
• Provides input with regards to all training and development needs for assigned personnel
• Ensures the quality of tasks provided by self and others on team
• Participate in various projects-onboarding new products into the Utility
• Evaluates team performance and makes recommendations for pay increases, hiring, terminations and other personnel actions.
• Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals.
• 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 sounds 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, Education and Experience:

• Direct line management experience in a call center or production environment preferred
• Understanding of Branded Cards Products and Services or equivalent knowledge
• Familiarity and understanding of financial industry preferred

Management Skills:

• Ability to make sound decisions that reflect good judgment
• Strong performance management abilities
• Solid leadership skills and ability to direct and motivate staff with integrity and ethics
• Interpersonal skills and ability to work well in a team environment collaborating across diverse groups
• Experience in creating and implementing processes that result in improved business performance
• Ability to present a compelling case for ideas and initiatives through listening and articulating a convincing point of view
• Superior execution skills with a focus on clear, realistic action steps and timelines

Technical Skills:

• Strong analytical and problem-solving skills
• Strong PC skills (Microsoft Office) and other various systems

Other:

• Strong verbal and written communication skills
• Continuous pattern of professional development and learning
• Ability to work effectively in the face of ambiguity, shifting priorities and multiple deadlines

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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:

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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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