Hybrid Escalation Specialist — Customer Support

Citigroup Inc.; Jacksonville (FL); Hybrid; USD 45,000 - 59,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k)

Paid time off

Wellness programs

Job summary

Citigroup Inc. in Jacksonville, FL is seeking an Escalation Specialist 5 to handle relatively complex assignments and ensure quality of tasks and services. This role operates with little to no supervision and may cover a broad range of products and processes.

The position focuses on resolving supervisor-escalated inquiries, supporting customers, and tracking data for management action while ensuring compliance and risk controls in daily operations.

Qualifications

• 2-4 years of relevant experience.
• Strong problem solving and customer service skills.
• High school diploma or equivalent, or recognized alternative

Responsibilities

• Assists with resolving supervisor-escalated customer inquiries related to account level information, and provides technical assistance as required.
• Supports internal and external customers.
• Tracks and reports data for management action.
• Solves moderately complex problems, time sensitive inquiries, and prioritize in high-volume situations.
• Identifies and escalates issues to appropriate sources.
• Works under general supervision and established procedures.
• May support a range of products/services.
• Applies detailed knowledge of a wide range of specialized administrative/technical skills; and most of the impact is related to the accuracy of tasks performed.
• Understands how duties relate/integrate with others in the team/unit.
• 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.

Skills

Problem solver

Customer service

Business knowledge

Education

High School diploma or equivalent

Tools

Eclipse

Sawgrass

Olympus

Job description

Citigroup Inc. in Jacksonville, FL is seeking an Escalation Specialist 5 to handle relatively complex assignments and ensure quality of tasks and services. This role operates with little to no supervision and may cover a broad range of products and processes.

The position focuses on resolving supervisor-escalated inquiries, supporting customers, and tracking data for management action while ensuring compliance and risk controls in daily operations.