Escalation Specialist

About the role

The Escalation Specialist 5 performs relatively complex assignments with direct impact on business quality. Works under little to no direct supervision and may service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and in depth knowledge of team objectives. Ensures quality and service of self and others. 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.

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
• 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

Pay

Salary range: $46,600.00 - $60,800.00 (Full time)

Benefits

• Medical, dental & vision coverage
• 401(k)
• Life, accident, and disability insurance
• Wellness programs
• Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

Schedule

Full time