CitiGroup Hiring For Fraud Customer Escalation Group Manager – SVP at San Antonio, TX Full Time

The Fraud Customer Escalation Group Manager is in the Fraud Risk Group Manager Job Code and is responsible for leading a business-critical function responsible for handling high priority time sensitive customer escalations, legal/litigation cases, and media inquiries for the Fraud Prevention organization.  It is a highly collaborative role that has heavy engagement with partners in the business (legal, ESPA, ERU, Private Bankers, etc.) and other fraud verticals including executive leadership.  Strict adherence to meeting SLAs is required and may often involve meeting regulatory timeframes.  Support for legal/litigation requests and media inquiries are highly sensitive in nature and this role needs to ensure clear and accurate information is provided to key stakeholders as needed.  In addition, this role must ensure that the Fraud Escalations team is identifying root causes, as well as, recommending solutions and improvements within defined SLAs.  The Fraud Customer Escalation Team Group Manager will provide support across NAM Fraud including Retail Bank, Branded Cards, CRS, and Security Operations.  Excellent communication and interpersonal skills are required as well as a strong knowledge of how the various teams and processes across fraud work.

Key responsibilities:

• Lead a centralized team responsible for researching and responding to all fraud related Level 3 customer escalations across all LOBs (Retail Bank, Branded Cards, CRS, and Security Operations) and transaction types (i.e. Debit, Wires, ACH, Checks, Credit Card, etc.) managed within NAM Fraud.
• Senior point of contact for fraud related Level 3 fraud client escalations, legal/litigation cases, and media inquiries. 
• Build high performing team through ongoing leadership development, coaching, and delegation of key activities.
• Develop strong collaborative relationships with key partners in the business (legal, ESPA, ERU, Private Bankers, etc.) and other fraud verticals including executive leadership.
• Manage capacity plan, prioritization of resources, strategic optimization of Fraud Escalation function.
• Provide thought leadership to drive continued evolution of Fraud Escalation function resulting in optimized processes, SLA adherence, improved quality, and enhanced client experience.
• Ownership and optimization of Fraud Customer Escalation process ensuring robust monitoring, trend analysis, inventory management capabilities, and effective governance controls are in place.
• Responsible for the creation and distribution of daily, weekly, monthly, and quarterly reports for senior leadership to help gauge SLA performance, volume trends and escalation drivers.
• Actively manage and escalate issues as needed and ensure proper controls in place to mitigate risks within business function.

Qualifications:

• 10+ years spanning both operational and policy experience. 
• Prior experience managing exempt level personnel.
• Excellent time management skills, ability to work to tight deadlines, and capability to remain nimble to prioritize workflow based on business needs.
• Exceptional attention to detail with strong organizational skills.
• Excellent written and verbal communication and comfortable interacting with variety of senior stakeholders across various disciplines.
• Strong knowledge of fraud processes and operational management preferred. 
• Ability to process large amounts of data/complex business problems, in order to assess most appropriate solutions or process enhancements to maximize business performance. 
• Proven track record of risk assessment capability, process improvement, and customer experience management. 

Education:

• Bachelor’s/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.

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Job Family Group:

Risk Management

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Job Family:

Fraud Risk

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Time Type:

Full time

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Primary Location:

Jacksonville Florida United States

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Primary Location Salary Range:

$130,880.00 – $196,320.00

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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.

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