Vice President – Fair Lending and Privacy Controls Officer
Citi
Senior Manager, Cardmember Experience
Citi
full-time
Posted on:
Location Type: Hybrid
Location: Wilmington • Florida, Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $156,160 - $234,240 per year
Job Level
Senior
About the role
- Lead the Costco Cardmember Obsession Unit (COU), collaborating with the Client Experience team, Operations, and the partner to identify and resolve cardmember pain points and increase product satisfaction.
- Determine COU areas of focus, lead the monthly partner COU meeting, and drive sustained process improvements/pain point resolution.
- Act as the primary liaison with the partner for items related to cardmember experience/satisfaction.
- Own product team interactions with the Citi Operations, Fraud, and Client Experience teams to address Costco-related issues and areas of opportunity.
- Manage Costco portfolio letters and cardmember servicing communications in conjunction with Operations.
- Oversee Costco credit card rewards, including the identification and implementation of strategic capability, communication, and control enhancements.
- Collaborate with Marketing and Operations to implement and manage reactive retention to save profitable accounts, including program strategy and execution/profitability oversight.
- Lead Costco portfolio issue management, resolution, and control oversight, collaborating with the partner, product team, and cross-functional peers to identify and resolve issues in a timely manner.
- Lead cross-functional teams to drive strategic alignment and execute key portfolio priorities.
- Collaborate with and influence the partner.
- Drive innovation of new/improved ways to deliver value, enhance performance, service customers, and improve processes.
- Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citi, 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.
Requirements
- 10+ years relevant experience
- Strategic agility with demonstrated history of providing thought leadership to teams/partners
- Strong critical thinking and problem-solving skills
- Ability to break-down barriers and challenge the status-quo
- Solid track record of resolving complex problems/issues
- Exceptional relationship/interpersonal skills
- Excellent communication/presentation and influencing skills
- Strong operator – ability to drive initiatives forward and ensure that teams deliver on commitments
- Customer-centric mindset with a focus on delivering value
- Ability to work well in a fast-paced, team-oriented environment
- Ability to prioritize effectively and handle multiple, diverse initiatives simultaneously
- High degree of accountability
- Strong process orientation and control-mindset
- Ability to work unsupervised and adjust priorities quickly as circumstances dictate
- Credit card industry experience preferred.
Benefits
- medical, dental & vision coverage
- 401(k)
- life, accident, and disability insurance
- wellness programs
- paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
strategic agilitycritical thinkingproblem-solvingrelationship skillscommunication skillspresentation skillsinfluencing skillscustomer-centric mindsetprocess orientationaccountability
