Escalation Specialist: Complex Issues & Customer Solutions

Citigroup Inc.; O’Fallon (MO); On-site; USD 47,000 - 61,000; Full time

Benefits offered by this job

Medical, dental & vision coverage

401(k)

Paid time off

Wellness programs

Job summary

Citigroup Inc. seeks an Escalation Specialist 5 to address supervisor-escalated inquiries and provide technical support across accounts. You will operate with minimal supervision, handling complex issues with a focus on accuracy and accountability.

The role emphasizes identifying and escalating issues, coordinating with teams, and ensuring compliance with laws and internal policies while delivering quality service to clients and stakeholders.

Qualifications

• 2-4 years of relevant experience.

Responsibilities

• Assists with resolving supervisor-escalated customer inquiries related to account level information, and provides technical assistance as required.
• Supports internal and external customers.
• Tracks and reports data for management action.
• Solves moderately complex problems, time sensitive inquiries, and prioritize in high-volume situations.
• Identifies and escalates issues to appropriate sources.
• Works under general supervision and established procedures.
• May support a range of products/services.
• Applies detailed knowledge of a wide range of specialized administrative/technical skills; and most of the impact is related to the accuracy of tasks performed.
• Understands how duties relate/integrate with others in the team/unit.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Skills

Problem solver

Customer service

Business knowledge

Education

High School diploma or equivalent

Job description

Citigroup Inc. seeks an Escalation Specialist 5 to address supervisor-escalated inquiries and provide technical support across accounts. You will operate with minimal supervision, handling complex issues with a focus on accuracy and accountability.

The role emphasizes identifying and escalating issues, coordinating with teams, and ensuring compliance with laws and internal policies while delivering quality service to clients and stakeholders.