The Citigold Escalations Officer is a developing professional role which integrates in-depth specialty knowledge with a solid understanding of industry standards and practices; demonstrates good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams. Responsibilities:
- Provide personalized service to customers who communicate with the Office of the Chairman, Other Senior Executives and other Regulatory/Legal channels.
- Resolve the customer issues and act as the client advocate while balancing decisions with prudent business judgment.
- Conduct in-depth investigations of the issues, interfacing with all external and internal partner organizations (Compliance, Legal, Marketing, CoreLogic etc.). Provide feedback to the client within specific case-type timeliness standards.
- Resolve complex issues, while valuing the client and using prudent business judgment.
- Write personalized responses, and ensure the escalation and speed of each response meets the customer’s and regulatory agency’s needs.
- Capture demographic information as well as the status of the investigation through progression noting in a centralized database/tracking tool.
- Route and track specific issues to business partner organizations (Originations, Doc Services, Transaction Services, Branch Bank, Credit, Fraud, etc.) for their input and inclusion in ERU’s response to the clients / regulatory agencies.
- Identify key problem areas that may affect larger segments of the client base and engage appropriate groups to eliminate those problems.
- Within established procedures, make decisions without manager approval. Work under little to no direct supervision. May support 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; and, impacts the business by ensuring the quality of the tasks or services provided.
- 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.
- Serve as point of contact for Sr. Mgmt., internal business partners and loan investors to assist in resolving complex cases prior to becoming an ERU issue in order to ensure a positive customer experience.
- 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.
- Work Schedule: Monday - Friday 0750 - 1620 CST
Qualifications
- 2-5 years relevant experience
- Previous experience working directly with customers, preferably in an escalated queue.
- Subject Matter Expert in businesses supported.
- Excellent written and verbal communication skills. Self motivated, self directed and self managed.
- Excellent time and case management skills.
- Must possess excellent listening skills.
- Must be able to effectively communicate empathy and compassion when working with clients, while also supporting and upholding Citi guidelines and policies.
- Ability to clearly articulate findings in a large group setting in person, in writing, and via telephone conference calls .
Education
Job Family Group
Customer Service
Job Family
Escalation
Time Type
Full time
Primary Location
San Antonio Texas United States
Primary Location Full Time Salary Range
$56,020.00 - $78,180.00
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.
Most Relevant Skills
Please see the requirements listed above.
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
Anticipated Posting Close Date
Sep 15, 2026
Automated Processing and AI
We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.
Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.
Illinois residents – AI Notice and Right
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.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.