Remote Escalation & Client Experience Analyst

Citi; United States; Remote; USD 58,000 - 81,000; Full time

Job summary

Citi in the United States is seeking an Intermediate Associate Executive Response Analyst to support customer interactions through the Office of the Chairman and senior executives. The role emphasizes strong communication, empathy, and case management within a regulatory framework.

The position requires 2-5 years of relevant experience and a Bachelor’s degree. You will conduct investigations, coordinate with Compliance, Legal, Marketing and other partners, and craft personalized responses with

Qualifications

• 2-5 years relevant experience.
• Excellent written and verbal communication skills.
• Must possess excellent listening skills.

Responsibilities

• Provide personalized service to customers who communicate with the Office of the Chairman, Other Senior Executives and other Regulatory/Legal channels.
• Resolve the customer issues and act as the client advocate while balancing decisions with prudent business judgment.
• Conduct in-depth investigations of the issues, interfacing with all external and internal partner organizations (Compliance, Legal, Marketing, CoreLogic etc.). Provide feedback to the client within specific case-type timeliness standards.
• Resolve complex issues, while valuing the client and using prudent business judgment.
• Write personalized responses, and ensure the escalation and speed of each response meets the customer’s and regulatory agency’s needs.
• Capture demographic information as well as the status of the investigation through progression noting in a centralized database/tracking tool.
• Route and track specific issues to business partner organizations (Originations, Doc Services, Transaction Services, Branch Bank, Credit, Fraud, etc.) for their input and inclusion in ERU’s response to the clients / regulatory agencies.
• Identify key problem areas that may affect larger segments of the client base and engage appropriate groups to eliminate those problems.
• Within established procedures, make decisions without manager approval. Work under little to no direct supervision. May support an expansive and/or diverse array of products/services.
• Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives; and, impacts the business by ensuring the quality of the tasks or services provided.
• Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function.
• Serve as point of contact for Sr. Mgmt., internal business partners and loan investors to assist in resolving complex cases prior to becoming an ERU issue in order to ensure a positive customer experience.
• 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

Customer service

Communication skills

Time management

Empathy and compassion

Listening skills

Case management

Education

Bachelor's degree

Tools

CRM systems

Job description

Citi in the United States is seeking an Intermediate Associate Executive Response Analyst to support customer interactions through the Office of the Chairman and senior executives. The role emphasizes strong communication, empathy, and case management within a regulatory framework.

The position requires 2-5 years of relevant experience and a Bachelor’s degree. You will conduct investigations, coordinate with Compliance, Legal, Marketing and other partners, and craft personalized responses with