Senior Escalation Response Analyst

Citigroup Inc.; San Antonio (TX); On-site; USD 56,000 - 78,000; Full time

Job summary

Citigroup Inc. is seeking a developing Escalation Analyst to support executive communications and regulatory channels in a high-impact role.

You will conduct in-depth investigations, partner with Compliance, Legal and Marketing, and craft timely, personalized responses for clients and regulators. The position requires 2–5 years of customer-facing experience, strong empathy, and outstanding communication and case-management abilities.

Qualifications

• Excellent written and verbal communication skills.
• Self-motivated, self-directed and self-managed.
• Excellent time and case management skills.
• Must possess excellent listening skills.
• Ability to communicate empathy while upholding Citi guidelines.
• Ability to clearly articulate findings in various settings.

Responsibilities

• Provide personalized service to customers who communicate with the Office of the Chairman, Other Senior Executives and other Regulatory/Legal channels.
• Resolve customer issues and act as client advocate while balancing prudent business judgment.
• Conduct in-depth investigations interfacing with Compliance, Legal, Marketing and others; provide feedback within case-type timelines.
• Resolve complex issues while valuing the client and using prudent business judgment.
• Write personalized responses; ensure escalation and speed meet needs of customers and regulatory agencies.
• Capture demographic information and status of investigations in centralized database/tracking tool.
• Route and track specific issues to business partner organizations for input in Citi's responses.
• Identify key problem areas affecting larger client bases and engage groups to resolve.

Skills

Written communication

Verbal communication

Time management

Case management

Listening skills

Empathy

Articulate findings

Customer service

Education

Bachelor's degree

Job description

Citigroup Inc. is seeking a developing Escalation Analyst to support executive communications and regulatory channels in a high-impact role.

You will conduct in-depth investigations, partner with Compliance, Legal and Marketing, and craft timely, personalized responses for clients and regulators. The position requires 2–5 years of customer-facing experience, strong empathy, and outstanding communication and case-management abilities.