Hybrid Associate Executive Response Analyst

at Citi

• Job title: Associate Executive Response Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $52,520 - $73,280 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Johnson City, United States

About the role

• Intermediate Associate Executive Response Analyst providing customer service for escalated issues from clients and regulatory agencies. Conducting investigations and offering personalized solutions for customer concerns.

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.

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