Escalation Specialist

The Escalation Specialist 5 performs relatively complex assignments and has a direct impact on the business by ensuring the quality of tasks or services provided. They work under little to no direct supervision and may service an expansive and/or diverse array of products and services. They apply working knowledge of technical and professional principles and in‑depth knowledge of team objectives, understanding how assigned duties contribute to the work of the team/unit and coordinate with other units.

They ensure the quality and service of themselves and others, recommend options to enhance productivity, and handle sensitive information with tact and diplomacy while being sensitive to audience diversity. Ability to resolve basic to moderately complex problems, assess applicability of experiences, and evaluate options in circumstances not covered by procedures is required.

• 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; most impact is related to task accuracy.
• Understands how duties relate/integrate with others in the team/unit.
• Appropriately 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, and escalating, managing and reporting control issues with transparency.

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

• High School diploma or equivalent

Hybrid, HOP to HOP for those sites listed on this posting.

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 & 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  Available offerings may vary by jurisdiction, job level, and date of hire.

$46,600.00 – $60,800.00

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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