Escalation Specialist

Escalation Specialist 5

The Escalation Specialist 5 performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives. Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function. Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity. Basic knowledge of the organization, the business and its policies required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence. Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.

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, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• Problem solver, customer service, business knowledge
• 2-4 years of relevant experience

Education:

• High School diploma or equivalent

Hybrid, HOP to HOP eligible for sites listed on this posting

Daily phone rotation

Eclipse, Sawgrass and/or Olympus, experience preferred

De-escalation experience

Job Family Group: Customer Service

Job Family: Escalation

Time Type: Full time

Primary Location: Jacksonville Florida United States

Primary Location Full Time Salary Range: $45,170.00 - $58,930.00

In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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