Escalation Specialist

Escalation Specialist Overview 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 prioritizes 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, with the primary impact related to the accuracy of tasks performed. Understands how duties relate and integrate with others in the team/unit. Assesses risk when business decisions are made, with consideration for the firm’s reputation and safeguarding Citi, its clients and assets; drives compliance with applicable laws, rules and regulations, adheres to policy, and escalates, manages and reports control issues with transparency. Qualifications Problem solver, customer service, business knowledge 2-4 years of relevant experience Education High School diploma or equivalent Job Details Job Type: Hybrid Primary Location: Florence, Kentucky; United States Secondary Locations: Tucson, Arizona; United States Time Type: Full time Salary Range: $46,600.00 - $60,800.00 Anticipated Posting Close Date Jul 22, 2026 Automated Processing and AI We use automated processing, including artificial intelligence, for legitimate business purposes to identify and align the candidate’s skills and abilities with a specific job opening. If you consent, we can match your skills to other suitable Citi roles. All hiring decisions are conducted by individuals. AI processing does not involve autonomous decision-making. See jurisdictional considerations for details. Equal Opportunity Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our tools or apply, view Accessibility at Citi and the EEO policy statement and Know Your Rights poster. #J-18808-Ljbffr