Customer Service Senior Analyst Assistant Vice President

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Customer Service Senior Analyst Assistant Vice President

senior · Other

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Job Overview

The New to Bank Lead Trainer is a senior individual contributor role responsible for supporting the delivery and ongoing development of client training within Citi Commercial Bank (CCB). The role provides advanced training expertise for New to Bank clients, including complex client scenarios and training engagements requiring a higher level of judgment, coordination, and subject matter expertise.

In addition to delivering client training, the Lead Trainer serves as a key resource to the broader training team by mentoring peers, establishing and reinforcing training best practices, refining training content, and providing guidance on regional engagement and delivery models. The role partners with c Onboarding, Service, Sales, Coverage, Product, and other internal stakeholders to ensure training solutions align with client needs and Citi standards.

The Lead Trainer operates with a high degree of independence and is expected to influence the direction and implementation of improvements across the New to Bank training model.

Key Responsibilities

• Deliver high-quality systems and product training to New to Bank CCB clients through virtual and, when required, onsite engagements.
• Manage complex or high-profile client training engagements, including exceptions and scenarios requiring advanced judgment, coordination, or customized training approaches.
• Serve as a subject matter expert and escalation point for training-related questions, complex client scenarios, and trainer support.
• Mentor and provide guidance to trainers, supporting knowledge development, consistency, and adoption of training best practices.
• Design, review, and refine training materials, resources, procedures, and delivery approaches to improve the overall client and trainer experience.
• Establish and promote training best practices, standards, and consistent delivery expectations across the New to Bank training function.
• Provide guidance on regional engagement models and recommend approaches that improve training coverage, consistency, scalability, and effectiveness.
• Identify training trends, gaps, and opportunities for improvement and recommend solutions that enhance operational efficiency and client satisfaction.
• Influence the direction and implementation of training process improvements, including changes to workflows, procedures, tools, and training methodologies.
• Partner with Client Onboarding, Service, Sales, Coverage, Product, and other internal stakeholders to resolve complex training needs and ensure an effective transition of clients through the New to Bank journey.
• Support the development and implementation of new training initiatives, products, functionality, and process changes.
• Lead or contribute to regional and cross-functional projects, working groups, and initiatives related to client training and the broader New to Bank experience.
• Monitor training quality and provide recommendations to improve consistency, effectiveness, and adherence to established standards.
• Exercise independent judgment when addressing complex client training situations and provide recommendations to leadership regarding training strategy, processes, and operational improvements.

Qualifications:

• 5-8 years of previous cash management and financial services experience preferred
• Consistently demonstrate clear and concise written and verbal communication
• Aptitude for utilizing reporting tools and applications
• Proven organizational skills
• Demonstrated ability to drive results in a fast-paced, goal-oriented environment

Education:

• Bachelor's degree/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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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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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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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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