Because the operation involves detailed, highly manual document processing, exceptions and human errors are a normal part of the environment. You will be expected to understand processes well enough to recognize when something doesn't look right, investigate what occurred, determine the appropriate response, and either resolve the issue or escalate it appropriately. You will also serve as an important resource for employees by answering questions, explaining procedures, helping staff navigate unfamiliar situations, and communicating not only what needs to happen, but, when possible, why.
A typical shift may involve moving between operational areas to assess workflow, responding to employee questions, troubleshooting processing issues, addressing a developing bottleneck, coordinating workload adjustments with peers, communicating issues to leadership, researching an exception, and then returning to previously interrupted responsibilities. Some responsibilities are predictable. The order in which they'll need attention often is not.
This role is best suited for individuals who enjoy understanding how processes work, keeping operations moving efficiently, solving problems, helping others succeed, and working collaboratively within a team environment. If you thrive in a fast-paced setting, can adapt quickly to changing priorities, and are comfortable balancing attention to detail with awareness of the bigger picture, you'll likely find this role both challenging and rewarding.
Qualifications
Availability to work a Friday – Monday (weekend) 2nd shift schedule; includes some holidays
Schedule: Sunday, Monday, Friday, Saturday (5:00 PM - 3:30 AM)
2+ years experience in an operations, production, logistics, document processing, or other high-volume work environment
U.S. Citizenship or Permanent Resident status (Green Card holder)
Ability to successfully complete and maintain eligibility for a comprehensive government background investigation, including periodic renewals.
Ability to perform the physical requirements of the role, including lifting up to 40 pounds, extensive walking, and frequent bending, reaching, and lifting.
Demonstrated ability to manage multiple priorities simultaneously in a fast-paced setting
Strong analytical and problem-solving skills, including the ability to investigate issues, identify root causes, and make sound decisions using available information
Strong verbal and written communication skills, with the ability to explain processes and procedures to employees with varying levels of experience and knowledge
Demonstrated ability to build productive working relationships and collaborate effectively within a team environment
Proficient in basic computer applications, particularly Microsoft Office; ability to learn new systems, tools, and processes quickly
Strong attention to detail and commitment to quality, accuracy, and procedural compliance
Additional Success Factors
Previous experience coaching, mentoring, or training employees
Previous experience in a team lead, workflow, or informal supervisory role
Previous experience working in a regulated, compliance-focused, or quality-controlled environment
Education
Bachelor’s/University degree or equivalent experience
Key Responsibilities
Own assigned POD(s) for the shift, including opening the area, assigning work to operators, and ensuring staff and supplies are in place at the start of each shift.
Monitor the flow and volume of work across assigned processes throughout the shift, maintaining awareness of workload, staffing, priorities, and potential constraints.
Anticipate bottlenecks and take action before they significantly affect the operation; reassign resources as needed when work slows or accumulates.
Balance immediate demands with downstream impact, recognizing how decisions in one part of the process may affect another.
Manage the Batching, Scanning, and Dispatch processes within assigned POD(s), ensuring each function is appropriately staffed and operating without interruption.
Monitor productivity and quality across all POD members, providing timely feedback and guidance to address concerns as they arise.
Ensure priority items — including Fee Issue work, intercepts, rejects, and customer service items — are actioned and completed by end of shift.
Periodically check specialty and support areas (mailroom, intercept, and assigned functions) to confirm staffing, SOP adherence, and volume is on track.
Review work and identify errors, inconsistencies, missing information, or unusual situations that do not fit the expected process.
Investigate issues to understand what occurred, determine the appropriate next step, and resolve routine problems within your scope of responsibility.
Compare completed work against established procedures, requirements, and controls; escalate situations involving additional risk or operational impact appropriately.
Identify recurring errors or patterns that may indicate a broader process, knowledge, or workflow issue — looking beyond the immediate problem to understand why it occurred.
Maintain a strong understanding of MCA Controls, including what is being monitored, how it is monitored, and why it matters; reinforce a strong controls culture within the team.
Ensure audit-related documents are handled and secured appropriately; adhere to and enforce the Clean Desk Policy.
Escalate capacity, staffing, system, quality, or process concerns — including technical issues with robots, computers, and printers — before they become larger operational problems.
Develop detailed working knowledge of assigned operational processes, including procedures, controls, dependencies, common errors, and exceptions.
Serve as a reliable resource for employees, answering questions and helping them work through unfamiliar or unusual situations with coaching rather than simply providing answers.
Communicate clearly so employees understand not only what action to take, but how their work fits into the larger process.
Share knowledge with fellow coordinators and operational partners to strengthen consistency across the team, and continue learning as procedures, systems, and business requirements change.
Support the review and creation of PCMs and Job Aids; participate and contribute to projects, committees, and functional taskforces.
What Success Looks Like
You may be especially successful in this role if you
Like understanding how processes work from beginning to end.
Naturally pay attention to what is happening around you, not only the task directly in front of you.
Enjoy anticipating problems and preventing them rather than waiting to react to them.
Notice when something seems unusual and want to understand why.
Enjoy becoming highly knowledgeable about a subject.
Get satisfaction from explaining complicated things in ways that make sense to other people.
Can shift between big-picture workflow and small details.
Enjoy staying busy; work with urgency while maintaining accuracy.
Enjoy working within a team.
Are comfortable making decisions with available information and recognize when additional guidance is needed.
Remain approachable when people interrupt you with questions.
Can change priorities quickly and then return to unfinished work without losing track of it.
Recognize that operational success is a team effort and willingly step in to support peers and employees when needed.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Job Family Group
Operations - Transaction Services
Job Family
Cash Management
Time Type
Full time
Primary Location
Newark Delaware United States
Primary Location Full Time Salary Range
$48,840.00 - $68,160.00
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.
- Most Relevant Skills
- Please see the requirements listed above.
- Other Relevant Skills
- For complementary skills, please see above and/or contact the recruiter.
Anticipated Posting Close Date
Oct 15, 2026
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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If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
