Citi

Associate Executive Response Analyst

Citi

full-time

Posted on:

Location Type: Hybrid

Location: Johnson City • Idaho • Tennessee • United States

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Salary

💰 $52,520 - $73,280 per year

About the role

  • 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.

Requirements

  • 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.
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
customer serviceclient advocacyproblem solvingwritten communicationverbal communicationtime managementcase managementlistening skillsempathycompassion