This role holder is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Provides strategic guidance to establish policies, and define strategies related to authentication for USPB Contact Center&IVR.  Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

• Drive the alignment of authentication processes and standards across contact center applications. 
• Support business development of contact center applications by acting as the SME on authentication requirements.
• Conduct analysis and align Authentication policies and strategies across all NA Consumer and SBB lines of businesses.
• Support implementation and project management for projects ranging from small deliverables to large scale infrastructure.
• Evaluate/Test Authentication controls in place today across NA Consumer and SBB lines of businesses as well as across multiple channels.
• Evaluate capabilities of vendor tools, identifying strengths and weaknesses prior to onboarding.
• Identify new vendor tools and products that can be leveraged for the authentication strategy and assist team with testing and analysis of new tools.
• Support integration of new tools and partner with peers to design overall process and procedures within the Call Center&IVR.
• Facilitate meetings designed to analyze fraud loss impacts, procedure changes and collaborate with a cross functional team to implement new authentication fraud controls.
• Facilitate project review meetings with the leadership team to provide project updates outlining key deliverables, timelines and milestones, as well as determine prioritization of work efforts.
• Strong focus on enhancing customer experience through authentication process/procedure changes while improving fraud risk control and minimizing losses.
• Collaborate with business stakeholders to prepare operations for authentication policy changes, including the approval of huddle notes, procedure updates, and alerts.
• Partner with internal and external industry partners to assure the business achieves it’s regulatory, financial and policy obligations for fraud risk management.
• Represent the Retail Bank Policy Team on strategic related projects, develop and publish fraud risk assessments of new processes and changes to existing processes by reviewing policies and procedures and assessing business requirements in compliance with Citi policies.
• Present data and strategies succinctly for management review and decision making.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Job Skills / Qualifications:

• Bachelor's Degree preferred.
• Strong communication, analytical, and organizational skills.
• Must have project management, strategic planning and fraud experience. 
• PC literate with MS Office products.
• Ability to manage/prioritize projects.

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Job Family Group:

Risk Management

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Job Family:

Operational Risk

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Time Type:

Full time

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Primary Location:

San Antonio Texas United States

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Primary Location Full Time Salary Range:

$103,920.00 - $155,880.00

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

Analytical Thinking, Constructive Debate, Controls Design, Escalation Management, Issue Management, Operational Risk, Policy and Procedure, Policy and Regulation, Risk Controls and Monitors, Risk Identification and Assessment.

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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:

Dec 27, 2025

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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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