Intermediate Associate Executive Response Analyst – Retail Bank

Jobtailor; Town of Florida (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

Citi is seeking a customer service and case management professional to provide personalized service to clients while coordinating with senior executives and regulatory channels. You will resolve issues, advocate for clients, and conduct investigations with Compliance, Legal, Marketing, and partner teams.

The role emphasizes risk assessment, de-escalation, and adherence to Citi guidelines. You will document results, escalate when needed, and collaborate with internal partners to resolve complex

Qualifications

• Requires 2-5 years relevant experience.
• 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.

Responsibilities

• Provide personalized service to customers with executives and regulatory/Legal channels.
• Resolve customer issues and act as client advocate.
• Conduct in-depth investigations interfacing with Compliance, Legal, Marketing, and CoreLogic.
• Provide client feedback within case-type timeliness standards.
• Write personalized responses and ensure escalation meets regulatory needs.
• Capture demographic information and investigation status in a centralized database.

Skills

Customer Service

Case Management

Compliance Risk Assessment

Written and Verbal Communication

Retail Banking Experience

Education

Bachelor's Degree

Tools

Centralized Database

Tracking Tool

Job description

• Provide personalized service to customers communicating with the Office of the Chairman, other Senior Executives, and Regulatory/Legal channels
• Resolve customer issues and act as the client advocate while balancing decisions with prudent business judgment
• Conduct in-depth investigations and interface with external and internal partner organizations including Compliance, Legal, Marketing, and CoreLogic
• Provide client feedback within specific case-type timeliness standards
• Write personalized responses and ensure escalation and response speed meet customer and regulatory agency needs
• Capture demographic information and investigation status in a centralized database/tracking tool
• Route and track issues to business partner organizations for input into responses to clients and regulatory agencies
• Identify key problem areas affecting larger client segments and engage appropriate groups to eliminate those problems
• Make decisions within established procedures without manager approval and work with little to no direct supervision
• Serve as point of contact for Senior Management, internal business partners, and loan investors to resolve complex cases before they become ERU issues
• Assess risk in business decisions and drive compliance with applicable laws, rules, regulations, and policies
• Escalate, manage, and report control issues transparently

Requirements

• 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
• Excellent listening skills
• Ability to effectively communicate empathy and compassion when working with clients while 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
• Bachelors degree
• Resume, required
• Retail Bank experience, required
• Weekend rotation
• Incoming phones along with case management
• De-escalation experience, preferred

Core Competencies

Demonstrates expertise in customer service and case management, with a strong focus on compliance and risk assessment. Capable of effectively communicating with clients and senior management while managing complex cases and ensuring adherence to regulatory standards.

Highest-signal resume keywords

• Customer Service
• Case Management
• Compliance Risk Assessment
• Written and Verbal Communication
• Retail Banking Experience

Hard Skills

• Case Management
• Investigation Techniques
• Demographic Data Capture
• Regulatory Compliance
• Problem Resolution

Soft Skills

• Empathy
• Self-Motivation
• Time Management
• Listening Skills
• Communication Skills

Certifications & Qualifications

• Bachelor's Degree

Industry Keywords

• Retail Banking
• Escalated Queue
• Client Advocacy
• De-Escalation

Tools & Technologies

• Centralized Database
• Tracking Tool