The Customer Service Lead Analyst is a senior-level position responsible for leading client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

• Develop and exercise business plans, policies and procedures as well as projects to improve efficiencies, as needed
• Manage a specific product or process within a specific infrastructure area and advise on significant business/product decisions
• Analyze operational flow for potential risks and ensure operational execution
• Oversees complex analyses to identify authentication strategy and procedure gaps
• Ensure appropriate balance between fraud risk, operational cost and customer experience
• Update the Manager Control Assessment process, ensuring that all risks related to Client Operations are captured
• 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.

Qualifications:

• 6-10 of years of experience in payment operations or traditional/alternative payment methods; or extensive years of experience in analysis and data mining experience, preferably in a risk management
• Experience with fraud mitigation
• Demonstrated ability to lead, drive results and implement change in a rapidly-changing, goal-oriented environment
• Proven problem-solving, organizational and analytical skills
• Proven crisis management skills

Education:

• Bachelor's degree/University degree or equivalent experience
• Master's degree preferred

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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Primary Location:

Tampa Florida United States

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Primary Location Full Time Salary Range:

$93,440.00 - $140,160.00

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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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Mar 26, 2026

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

 

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View Citi’s EEO Policy Statement and the Know Your Rights poster.