Executive Response & Escalations Analyst

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

Benefits offered by this job

Medical, dental & vision coverage

401(k)

Life, accident, and disability ins.

Wellness programs

Paid time off

Job summary

Citigroup's San Antonio campus is seeking an Intmd Assoc Exec Resp Analyst to join the Customer Service/ Escalation team. The role focuses on resolving complex client issues, interfacing with Compliance, Legal, and other internal partners, and ensuring timely, compliant responses to regulatory inquiries.

The ideal candidate has strong communication, empathy, and case-management skills, with 2-5 years in customer-facing roles and a Bachelor's degree. Full-time, onsite position with Citi benefits.

Qualifications

• 2-5 years relevant experience.
• Direct customer interaction experience.
• Subject matter expert in supported businesses.
• Excellent written and verbal communication skills.
• Self-motivated, self-directed and self-managed.
• Excellent time and case management skills.
• Excellent listening skills.
• Ability to communicate empathy while upholding Citi policies.

Responsibilities

• Provide personalized service to customers via Office of the Chairman and other channels.
• Resolve issues and advocate for clients with prudent business judgment.
• Conduct in-depth investigations with internal/external partners.
• Provide timely feedback to clients within case-type standards.
• Resolve complex issues while valuing the client and judgment.
• Write personalized responses and ensure timely escalation.
• Capture demographic and investigation status in centralized tracking.
• Route issues to partners for input in Citi's ERU responses.
• Identify problem areas affecting larger client segments.
• Make decisions within established procedures without manager approval.
• Support a diverse array of products/services as needed.
• Apply professional principles to impact team objectives.

Skills

Customer service

Communication skills

Time management

Listening skills

Empathy

Education

Bachelor's degree

Job description

Citigroup's San Antonio campus is seeking an Intmd Assoc Exec Resp Analyst to join the Customer Service/ Escalation team. The role focuses on resolving complex client issues, interfacing with Compliance, Legal, and other internal partners, and ensuring timely, compliant responses to regulatory inquiries.

The ideal candidate has strong communication, empathy, and case-management skills, with 2-5 years in customer-facing roles and a Bachelor's degree. Full-time, onsite position with Citi benefits.