Wealth Solutions Escalation Specialist

Citigroup Inc.; Jacksonville (FL); On-site; USD 71,000 - 106,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Life insurance

Disability insurance

Wellness programs

Paid time off

Job summary

Citi in Jacksonville, FL seeks a Resource Officer to deliver expert investment and banking support for Citi clients. The role provides first-level resolution and escalation to licensed associates while coordinating with Wealth Teams to improve service quality.

The position requires 5–8 years of experience, FINRA registrations, and the ability to handle multiple tasks in a fast-paced environment while maintaining top-tier client service.

Qualifications

• 5-8 years of relevant experience.
• Strong business acumen with alignment to internal operating model.
• Exceptional critical thinking / problem solving skills to address escalated client issues.
• Superior client service proficiency including verbal, written and listening skills.
• Customer focused, detail-oriented and able to perform in high-stress environments.
• Understanding of multiple products across banking lines and relationship building.

Responsibilities

• Addresses procedural / process related questions from associates and assists with problem resolution.
• Provides point of call resolution, escalation support and partners with specialists to resolve client requests.
• Supports an expansive array of products/services (Investment, banking, mortgage).
• Liaises with partners to resolve client requests promptly and achieve excellent service.
• Documents, tracks and monitors escalated items to ensure timely resolution; maintains records.
• Works with partners to identify performance issues and coordinate coaching.
• Monitors call center metrics such as abandonment rate, service level, and staffing.

Skills

Customer service

Communication

Problem solving

Multi-tasking

FINRA Registration

Education

BS/BA degree

Tools

Tracking system

Job description

Citi in Jacksonville, FL seeks a Resource Officer to deliver expert investment and banking support for Citi clients. The role provides first-level resolution and escalation to licensed associates while coordinating with Wealth Teams to improve service quality.

The position requires 5–8 years of experience, FINRA registrations, and the ability to handle multiple tasks in a fast-paced environment while maintaining top-tier client service.