Experience and Education Required

Commercial Cards experience 1-2 years

High School Diploma or equivalent required

Must poses excellent verbal and written communication skills

Strong organizational and prioritization skills are required

Candidate must be experienced with call center operations

Proficient in Microsoft Excel, Word and PowerPoint

Ability to work flexible hours including nights, weekends and holidays

Previous experience with Avaya and Real Time Adherence is preferred

Ability to work independently and to make sound decisions

Ability to enhance performance by providing coaching and feedback to all levels of employees

Job Responsibilities

• Cover the call center floor for Section Managers in their absence
• Proactively sharing information with Section Managers and peers in a team environment, working in a rotating on call support roll
• Perform associate Quality monitoring in NICE
• Work various special projects as assigned by management
• Post Air bills daily
• Process ALL Workstation Forms in STARS
• Work Issues Log
• Monitor CMS
• Provide Training Support, to include New Hire and One-on-One Coaching
• Handle escalated calls/issues from: Commercial Card Clients, Cardholders, and Customer Service Associates
• Answer Customer Service Phone Calls (only as directed by management, and during high call volumes)

Shift: 10:00am-6:30pm – Monday – Friday – Rotating weekends every four weeks

12:30pm – 9:00pm – Monday – Friday – Rotating weekends every four weeks

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US

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Time Type :Full time

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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