Remote Executive Escalation Analyst - Customer & Compliance

Citigroup Inc.; Ashland (KY); Remote; USD 58,000 - 81,000; Full time

Benefits offered by this job

Medical, dental & vision coverage

401(k)

Life, accident, and disability保险

Paid time off

Job summary

Citigroup Inc. in Kentucky seeks a developing professional for an Escalation Analyst role within Customer Service.

You will provide personalized service to senior executives and regulatory channels, investigate issues with cross-functional partners, and balance decisions with prudent business judgment. Responsibilities include writing personalized responses, tracking cases in a centralized system, and coordinating with Originations and Compliance teams to resolve complex customer needs while

Qualifications

• Excellent written and verbal communication skills.
• Self motivated, self directed and able to work with minimal supervision.
• Strong time and case management abilities.
• Ability to navigate regulatory and Citi guidelines.

Responsibilities

• Provide personalized service to customers contacting 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 with internal and external partner organizations (Compliance, Legal, Marketing, CoreLogic etc.).
• Resolve complex issues, while valuing the client and using prudent business judgment.
• Write personalized responses, ensuring escalation and speed meet regulatory needs.
• Capture demographic information and case status in a centralized database/tracking tool.
• Route issues to business partner organizations for input and inclusion in ERU’s response.
• Identify key problem areas affecting larger client segments and engage groups to resolve.
• Make decisions within established procedures with minimal supervision.

Skills

Communication skills

Time management

Listening skills

Empathy

Presentation skills

Education

Bachelor's degree (preferred but not required)

Job description

Citigroup Inc. in Kentucky seeks a developing professional for an Escalation Analyst role within Customer Service.

You will provide personalized service to senior executives and regulatory channels, investigate issues with cross-functional partners, and balance decisions with prudent business judgment. Responsibilities include writing personalized responses, tracking cases in a centralized system, and coordinating with Originations and Compliance teams to resolve complex customer needs while