The Exec Response Specialist 5 performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service 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. 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. Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. 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. Typically responsible for resolving basic to moderately complex problems based on practice and precedence. Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.

Responsibilities:

• Provide case reviews on customer complaints from all communication channels in response to Governmental feedback.
• Performs comprehensive study reviews of complaint cases and documenting case summaries.
• Review assigned complaint cases to ensure that all processes, procedures, and policies are followed and are compliant
• Capture specific data concerning complaint cases and input into case review templates/system
• Evaluate random sample and Level 3 complaints utilizing appropriate quality monitoring systems.
• Identify process improvement opportunities and recommendations for coaching and process improvements
• Work with Complaints Business Analyst(s) to be responsive to capture needs ensuring case study detail facilitates Analysis rollup includes meaningful insights and recommendations
• Collaborate with experts within specialized departments
• May support an expansive array of products/services.
• Demonstrates technical/administrative expertise.
• Applies specialized functional area skills and basic knowledge including underlying professional/technical principles or standards, which are well defined.
• Understands how duties relate with others in the team/unit and how the unit integrates with others in accomplishing the work of the function.
• Interacts with leaders and experts across functions to resolve moderately complex issues.
• Partners with other functions, such as Legal and compliance to understand complaint impacts
• Provides feedback to management to identify performance and business opportunities.
• 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:

• 2-4 years relevant experience
• Previous customer service or Executive Response Unit experience preferred.
• Experience handling escalated customer inquiries preferred / or work within a specialized role preferred.
• Prior work experience in a related job that would provide advanced knowledge of the activities, policies, and procedures of the work area.
• Demonstrated understanding of Line-of-Business complaints and complaint capture process.
• Consistently demonstrates clear and concise written and verbal communication skills
• Proficient in Microsoft Office with an emphasis on MS Excel
• Knowledge of federal and business regulations helpful.
• Bilingual (Fluent in English and Spanish) desired but not required.

Education:

• High School diploma or equivalent

• HOP to HOP eligible for those sites listed on this posting
• Daily incoming phone duties
• Escalation experience, preferred

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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.

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