Citi

Compensation

Full Description

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. 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. Support business development of contact center applications by acting as the SME on authentication requirements. 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. 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. Collaborate with business stakeholders to prepare operations for authentication policy changes, including the approval of huddle notes, procedure updates, and alerts. 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. 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. ------------------------------------------------------ For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Anticipated Posting Close Date: Dec 27, 2025 ------------------------------------------------------