Escalation Specialist

Responsibilities

• Assists with resolving supervisor-escalated customer inquiries related to account level information, and provides technical assistance as required.
• Serves 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.
• Understands how duties relate/integrate with others in the team/unit.
• Absolutely assesses 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