Senior Executive Response & Escalations Analyst

Citi; Jacksonville (FL); On-site; USD 56,000 - 78,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k)

Life insurance

Disability insurance

Wellness programs

Paid time off

Job summary

Citi in Jacksonville, FL seeks an Escalation Specialist to provide personalized service to high-level clients through executive channels. You will resolve complex issues, investigate with cross-functional partners, and ensure timely, compliant responses.

Ideal candidates have strong communication, empathy, and organization to manage multiple cases, write clear updates, and align with Citi policies while preserving client trust.

Qualifications

• 2–5 years relevant experience in customer service or escalation roles.
• Prior direct customer interaction and ability to handle escalated queues.
• Excellent written and verbal communication; strong listening skills.
• Able to articulate findings clearly in meetings and calls.
• Self-motivated, self-directed and able to work with minimal supervision.

Responsibilities

• Provide personalized service to customers via executive channels.
• Resolve issues, acting as client advocate with prudent business judgment.
• Conduct in-depth investigations and coordinate with Compliance, Legal, Marketing, etc.
• Write personalized responses and manage escalation speed per needs.
• Capture demographics and investigation status in a centralized tracking tool.
• Route issues to appropriate partners for input and inclusion in responses.

Skills

Customer service

Escalation handling

Communication skills

Empathy

Time management

Education

Bachelor's degree

HOP eligible

Job description

Citi in Jacksonville, FL seeks an Escalation Specialist to provide personalized service to high-level clients through executive channels. You will resolve complex issues, investigate with cross-functional partners, and ensure timely, compliant responses.

Ideal candidates have strong communication, empathy, and organization to manage multiple cases, write clear updates, and align with Citi policies while preserving client trust.