Escalations Specialist - Hybrid (Customer Care)

Citi; New York (NY); Hybrid; USD 56,000 - 78,000; Full time

Job summary

Citi is seeking an Escalations Officer to partner with leadership and cross‑functional teams to resolve complex customer issues. You will conduct in-depth investigations, communicate with clients, and ensure timely, compliant resolutions across regulatory channels.

The role emphasizes empathy, precise documentation, and collaboration with Compliance, Legal, and Marketing to protect Citi’s reputation and deliver excellent service. Strong communication is essential.

Qualifications

• 2-5 years relevant experience.
• Previous experience working directly with customers, preferably in an escalated queue.
• Subject Matter Expert in businesses supported.
• Excellent written and verbal communication skills. Self motivated, self directed and self managed.
• Excellent time and case management skills.
• Must possess excellent listening skills.
• Must be able to effectively communicate empathy and compassion when working with clients, while also supporting and upholding Citi guidelines and policies.
• Ability to clearly articulate findings in a large group setting in person, in writing, and via telephone conference calls.

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 all external and internal partner organizations (Compliance, Legal, Marketing, CoreLogic etc.). Provide feedback to the client within specific case-type timeliness standards.
• Resolve complex issues, while valuing the client and using prudent business judgment.
• Write personalized responses, and ensure the escalation and speed of each response meets the customer’s and regulatory agency’s needs.
• Capture demographic information as well as the status of the investigation through progression noting in a centralized database/tracking tool.
• Route and track specific issues to business partner organizations (Originations, Doc Services, Transaction Services, Branch Bank, Credit, Fraud, etc.) for their input and inclusion in ERU’s response to the clients / regulatory agencies.
• Identify key problem areas that may affect larger segments of the client base and engage appropriate groups to eliminate those problems.
• Within established procedures, make decisions without manager approval. Work under little to no direct supervision. May support an expansive and/or diverse array of products/services.
• Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives; and, impacts the business by ensuring the quality of the tasks or services provided.
• Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function.
• Serve as point of contact for Sr. Mgmt., internal business partners and loan investors to assist in resolving complex cases prior to becoming an ERU issue in order to ensure a positive customer experience.
• 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.
• Work Schedule: Monday - Friday 0750 - 1620 CST

Skills

Customer service

Communication skills

Empathy

Time management

Problem solving

Education

Bachelor's degree

Job description

Citi is seeking an Escalations Officer to partner with leadership and cross‑functional teams to resolve complex customer issues. You will conduct in-depth investigations, communicate with clients, and ensure timely, compliant resolutions across regulatory channels.

The role emphasizes empathy, precise documentation, and collaboration with Compliance, Legal, and Marketing to protect Citi’s reputation and deliver excellent service. Strong communication is essential.