Remote Escalations & Compliance Analyst

Citi; Kentucky; Remote; USD 58,000 - 81,000; Full time

Benefits offered by this job

Medical, dental & vision insurance

401(k)

Life and disability insurance

Paid time off

Job summary

Citi in Kentucky is seeking a Senior Escalation Analyst within the Office of the Chairman operational channels. You will deliver personalized customer service, resolve complex issues, and coordinate with Compliance, Legal, and partner teams to ensure timely, accurate responses.

The role emphasizes risk-aware decision making, empathy, and clear written/verbal communication, in a full-time telecommuter arrangement.

Qualifications

• 2-5 years relevant experience.
• Experience working directly with customers in an escalated queue.
• Subject Matter Expert in businesses supported.
• Excellent written and verbal communication skills.
• Excellent time and case management skills.
• Excellent listening skills.
• Ability to communicate empathy while upholding Citi guidelines.
• Ability to clearly articulate findings in large group settings.

Responsibilities

• Provide personalized service to customers contacting the Office of the Chairman and other channels.
• Resolve customer issues balancing client advocacy with prudent business judgment.
• Conduct in-depth investigations interfacing with Compliance, Legal, Marketing, and others.
• Write personalized responses ensuring timely escalation per requirements.
• Capture demographic information and case status in centralized databases.
• Route issues to business partners for input and inclusion in Citi’s response.
• Identify problem areas affecting larger client segments and engage relevant groups.

Skills

Customer service

Communication

Time management

Listening

Empathy

Decision making

Education

Bachelor's degree

Job description

Citi in Kentucky is seeking a Senior Escalation Analyst within the Office of the Chairman operational channels. You will deliver personalized customer service, resolve complex issues, and coordinate with Compliance, Legal, and partner teams to ensure timely, accurate responses.

The role emphasizes risk-aware decision making, empathy, and clear written/verbal communication, in a full-time telecommuter arrangement.