Senior Escalation Specialist - customer-impact tech support

Citi; Jacksonville (FL); Hybrid; USD 45,000 - 59,000; Full time

Benefits offered by this job

Medical, dental & vision coverage

401(k)

Life, accident, and disability保险

Job summary

Citi in Jacksonville, FL is seeking an Escalation Specialist 5 to handle relatively complex customer inquiries, provide technical assistance, and ensure high-quality service under hybrid work arrangements. The role requires 2-4 years of relevant experience and a high school diploma.

The position offers a salary range of $45,170 to $58,930 plus benefits and opportunities for growth within Citi's escalation team.

Qualifications

• Problem solver, customer service, business knowledge.
• 2-4 years of relevant experience.
• High School diploma or equivalent.

Responsibilities

• Assists with resolving supervisor-escalated customer inquiries related to account level information, and provides technical assistance as required.
• Supports internal and external customers.
• Tracks and reports data for management action.
• Solves moderately complex problems, time sensitive inquiries, and prioritize in high-volume situations.
• Identifies and escalates issues to appropriate sources.
• Works under general supervision and established procedures.
• May support a range of products/services.
• Applies detailed knowledge of a wide range of specialized administrative/technical skills; and most of the impact is related to the accuracy of tasks performed.
• Understands how duties relate/integrate with others in the team/unit.
• Appropriately assess risk when business decisions are made, safeguarding Citi's reputation and assets.

Skills

Problem solver

Customer service

Business knowledge

Education

High School diploma or equivalent

Job description

Citi in Jacksonville, FL is seeking an Escalation Specialist 5 to handle relatively complex customer inquiries, provide technical assistance, and ensure high-quality service under hybrid work arrangements. The role requires 2-4 years of relevant experience and a high school diploma.

The position offers a salary range of $45,170 to $58,930 plus benefits and opportunities for growth within Citi's escalation team.