Executive Escalations Specialist

Citi; San Antonio (TX); On-site; USD 56,000 - 78,000; Full time

Job summary

Citi is hiring for a Citigold Escalations Officer in San Antonio, TX. The role blends in-depth specialty knowledge with industry standards and strong data-analysis practices to deliver timely, accurate responses to executives and regulators.

As a developing professional, you will investigate issues, collaborate with Compliance, Legal, Marketing and other internal teams, and communicate complex information clearly while maintaining client trust and Citi guidelines.

Qualifications

• Bachelor's degree required.
• Previous experience in escalated queues is preferred.
• Excellent written and verbal communication skills.
• Strong listening and empathy when engaging clients.
• Ability to articulate findings clearly to large groups.

Responsibilities

• Provide personalized service to customers via Office of the Chairman and regulatory channels.
• Resolve customer issues and act as client advocate while balancing prudent business judgment.
• Conduct in-depth investigations interfacing with Compliance, Legal, Marketing and other partner orgs.
• Resolve complex issues with client value and prudent business judgment.
• Write personalized responses and ensure escalations meet regulatory needs and client timelines.
• Capture demographic and investigation status in a centralized database/tracking tool.
• Route and track issues to business partners for input in responses to clients/regulators.
• Identify problem areas affecting larger client segments and engage groups to fix.

Skills

Communication skills

Listening skills

Empathy and compassion

Time & case management

Written & verbal communication

Customer service experience

Regulatory/Legal familiarity

Education

Bachelor's degree

Job description

Citi is hiring for a Citigold Escalations Officer in San Antonio, TX. The role blends in-depth specialty knowledge with industry standards and strong data-analysis practices to deliver timely, accurate responses to executives and regulators.

As a developing professional, you will investigate issues, collaborate with Compliance, Legal, Marketing and other internal teams, and communicate complex information clearly while maintaining client trust and Citi guidelines.