Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kathy A. Jacobs

La Coste,TX

Summary

Dynamic Small Business Servicing Manager at Citigroup with a proven track record in regulatory compliance and process improvement. Expert in team leadership and training, successfully enhancing workflows and client satisfaction. Adept at risk management, I have streamlined operations, ensuring timely and accurate service delivery while fostering a culture of excellence.

Overview

24
24
years of professional experience

Work History

Small Business Servicing Manager

Citigroup
San Antonio, TX
06.2017 - Current
  • Direct operations of three back-office departments: Small Business Maintenance, Research Investigations, and Citi Savings Program.
  • Direct Tax Reporting, General Ledger balancing (NYB), and CitiBusiness Online Account Opening, offering support for audits.
  • Supervised and trained team, assuring on-time and correct completion of maintenance/investigation requests within SLAs.
  • Guarantee precise and prompt submission of GL offsets and IEWA maintenance forms.
  • Implement process improvements to strengthen root cause analysis and decrease production volume.
  • Facilitated transition and guided new offshore team (Genpact) on customer impact, compliance, and efficient processes.
  • Assisted KYC/FSO departments through migration of CBusOL account opening, streamlining manual processes to minimize risk.

Client Relations Manager

Citigroup
San Antonio, TX
02.2012 - 06.2017
  • Served as the Unit Manager Point of Contact for various critical functions, including Citihelp Policy and Procedures, Small Business/High-Risk Account Opening, CitiKYC, system conversions, and branch disputes migration.
  • Managed hiring, training, and curriculum development for the Business Relations Unit.
  • Led and coached a team of up to 30 Escalation Supervisory Level employees, ensuring adherence to compliance, regulations, and positive client experience.
  • Managed performance reviews, payroll, and time-off requests.
  • Developed and implemented action plans, enhanced workflows and resources, and assisted with staffing and recruitment.
  • Provided specialized coaching in triage and escalation resolution.

Business Relations Supervisor

Citigroup
San Antonio, TX
02.2004 - 02.2012
  • Resolved escalated requests from diverse stakeholders, including clients, financial associates, and senior management.
  • Provided training and served as a Subject Matter Expert (SME) in Tuscan (CitiBusiness & Smith Barney Online).
  • Acted as Manager on Duty (MOD) and performed Quality Control (QC).
  • Contributed to various business-driven projects.
  • Served as Point of Contact (Team Lead) during the Consumer Client Escalation merge.
  • Assisted with executive requests and supported branch representatives with account opening processes.
  • Provided training to CitiBusiness staff and BRU agents.

CitiBusiness Service Associate

Citigroup
San Antonio, TX
12.2001 - 02.2004
  • Provided exceptional customer service to business accounts, building strong client relationships.
  • Educated customers on Citibank's services and resources.
  • Provided SME assistance to other departments.
  • Developed and delivered training to peers on referral processes.

EAB Financial Associate

Citigroup
San Antonio, TX
10.2001 - 12.2001
  • Provided post-conversion solutions to newly acquired clients.

Citiphone Representative

Citigroup
San Antonio, TX
05.2001 - 10.2001
  • Provided support to consumer clients and financial center representatives with basic banking functions.

Education

20+ Years of Continuing Education - Government Regulations And Business Processes

Citigroup
San Antonio, TX
09.2025

Various Courses -

Northside Independent School District (NISD) Adult Continuing Education
San Antonio, TX
01.2011

Coursework -

San Antonio College
San Antonio, TX
01.1984

High School Diploma -

John J. High School
San Antonio, TX
01.1983

Skills

  • Regulatory compliance
  • Risk management
  • Process Improvement
  • Team Leadership & Development
  • Training & Coaching
  • Escalation Resolution
  • Customer Service
  • Communication (Written & Verbal)
  • Work prioritization
  • Microsoft Office Suite

References

References available upon request.

Timeline

Small Business Servicing Manager

Citigroup
06.2017 - Current

Client Relations Manager

Citigroup
02.2012 - 06.2017

Business Relations Supervisor

Citigroup
02.2004 - 02.2012

CitiBusiness Service Associate

Citigroup
12.2001 - 02.2004

EAB Financial Associate

Citigroup
10.2001 - 12.2001

Citiphone Representative

Citigroup
05.2001 - 10.2001

20+ Years of Continuing Education - Government Regulations And Business Processes

Citigroup

Various Courses -

Northside Independent School District (NISD) Adult Continuing Education

Coursework -

San Antonio College

High School Diploma -

John J. High School

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