Escalations Analyst: Client Advocate & Regulatory Liaison

Citigroup Inc.; Jacksonville (FL); On-site; USD 56,000 - 78,000; Full time

Job summary

Citigroup Inc. in Jacksonville, FL seeks an Intermediate Associate Executive Response Analyst to join a regulatory-focused team. The role blends in-depth knowledge with strong data analysis, communication, and diplomacy to support executive escalations.

You will investigate complex customer cases, coordinate with Compliance, Legal, Marketing and other partners, and produce clear, timely responses while upholding Citi policies and risk controls.

Qualifications

• 2-5 years relevant experience.
• Previous experience working directly with customers, preferably in an escalated queue.
• Excellent written and verbal communication skills.
• Self motivated, self directed and self managed.
• Excellent time and case management skills.
• Must possess excellent listening skills.
• Ability to clearly articulate findings in writing and in person.

Responsibilities

• Provide personalized service to customers who communicate with the Office of the Chairman, Other Senior Executives and other Regulatory/Legal channels.
• Resolve the customer issues and act as the client advocate while balancing decisions with prudent business judgment.
• Conduct in-depth investigations of the issues, interfacing with Compliance, Legal, Marketing, CoreLogic etc., and provide feedback within timeliness standards.
• Resolve complex issues, while valuing the client and using prudent business judgment.
• Write personalized responses, and ensure escalation and speed meet needs.
• Capture demographic information and status of investigations in a centralized tracking tool.
• Route and track issues to business partners for input in Citi’s response to clients/regulatory agencies.
• Identify key problem areas affecting larger client base and coordinate with appropriate groups to fix.

Skills

Customer service

Communication skills

Time management

Empathy

Problem solving

Education

Bachelor's degree

Job description

Citigroup Inc. in Jacksonville, FL seeks an Intermediate Associate Executive Response Analyst to join a regulatory-focused team. The role blends in-depth knowledge with strong data analysis, communication, and diplomacy to support executive escalations.

You will investigate complex customer cases, coordinate with Compliance, Legal, Marketing and other partners, and produce clear, timely responses while upholding Citi policies and risk controls.