Escalations Specialist: Client Advocate for Regulators

Citibank (Switzerland) AG; San Antonio (TX); Hybrid; Confidential; Full time

Job summary

Citibank (Switzerland) AG in San Antonio, Texas, seeks an Escalations Officer to blend customer-service expertise with in-depth issue analysis. You will coordinate with Compliance, Legal, and Citi partners to resolve complex cases and maintain regulator/client expectations.

The role requires a Bachelor’s degree with 2–5 years of direct customer interaction experience, excellent communication, empathy, and robust case-management skills. Full-time, on-site schedule.

Qualifications

• 2-5 years relevant experience working directly with customers, preferably in an escalated queue.
• Excellent written and verbal communication skills.
• Ability to clearly articulate findings in large group settings and via various channels.

Responsibilities

• Provide personalized service to customers and internal partners; resolve issues with good business judgment.
• Conduct in-depth investigations and coordinate with Compliance, Legal, Marketing and others.
• Write personalized responses and ensure timely escalation and communication to clients/regulators.

Skills

Customer service

Communication skills

Empathy

Time management

Case management

Education

Bachelor's degree

Job description

Citibank (Switzerland) AG in San Antonio, Texas, seeks an Escalations Officer to blend customer-service expertise with in-depth issue analysis. You will coordinate with Compliance, Legal, and Citi partners to resolve complex cases and maintain regulator/client expectations.

The role requires a Bachelor’s degree with 2–5 years of direct customer interaction experience, excellent communication, empathy, and robust case-management skills. Full-time, on-site schedule.