Executive Response & Escalations Analyst

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

Benefits offered by this job

Medical, dental & vision coverage

401(k)

Paid time off & holidays

Wellness programs

Job summary

Citigroup Inc. seeks a developing professional in Escalation within Customer Service to handle complex client issues, coordinate with Compliance, Legal, and Marketing, and ensure timely, accurate responses.

Role requires 2–5 years of experience, a Bachelor's degree, and strong communication. Located in Jacksonville, FL, it is a full-time position with standard EST hours and a salary range of $56,020.00–$78,180.00.

Qualifications

• Bachelor's degree required.
• 2-5 years relevant experience.
• Experience working directly with customers, preferably in an escalated queue.
• Excellent written and verbal communication skills; self-motivation and self-management.

Responsibilities

• Provide personalized service to customers who communicate with the Office of the Chairman, Other Senior Executives and other Regulatory/Legal channels.
• Resolve customer issues and act as client advocate while balancing decisions with prudent business judgment.
• Conduct in-depth investigations interfacing with Compliance, Legal, Marketing, CoreLogic, and other partners; provide feedback to the client within case-type standards.
• Resolve complex issues while valuing the client and using prudent business judgment.
• Write personalized responses; ensure escalation and speed meet customer and regulatory needs.
• Capture demographic information and investigation status in a centralized database/tracking tool.
• Route issues to business partners for input and inclusion in ERU’s response to clients/regulators.
• Identify problem areas affecting larger client segments and engage groups to resolve them.

Skills

Communication skills

Listening skills

Time management

Case management

Empathy & customer service

Written communication

Verbal communication

Customer-facing experience

Problem solving

Education

Bachelor's degree

Job description

Citigroup Inc. seeks a developing professional in Escalation within Customer Service to handle complex client issues, coordinate with Compliance, Legal, and Marketing, and ensure timely, accurate responses.

Role requires 2–5 years of experience, a Bachelor's degree, and strong communication. Located in Jacksonville, FL, it is a full-time position with standard EST hours and a salary range of $56,020.00–$78,180.00.