Wealth Service Escalation Specialist (San Antonio, TX/Jacksonville, FL, O'Fallon, MO)

The Wealth Service Escalation Specialist is considered a subject matter expert on investment and banking procedures and processes and will work on a team comprised of specialists with a focus on delivering operational solutions for our clients.  Providing first level support and escalation to licensed and non-licensed associates, internal partners, and clients, they handle escalated customer inquiries and ensures client requests/problem resolution is handled promptly and seamlessly.  The Wealth Service Escalation Specialist works closely with business partners to review front line metrics (e.g., questions raised, frequency of escalated items, etc.) and use that data to develop individual and team based coaching opportunities.

Key Responsibilities:

• Addresses procedural / process related questions and concerns from associates and assists with problem resolution
• Resolves escalations from clients, Wealth Teams, senior leadership, or executive levels
• Provides point of call resolution, a research/escalation resource, and partners with process specialists to research and resolve client requests
• Supports an expansive and/or diverse array of products/services (e.g., Investment, banking, mortgage)
• Liaises with strategic partners, managers, and department to resolve client requests promptly and achieve excellent internal and external customer service
• Documents, tracks, and monitors items escalated to them to ensure a timely resolution using internal tracking system
• Keeps detailed records of open client issues and monitors them accordingly
• Works with business partners in identifying performance issues, drafting, and executing team and individual based training
• Collaborates with training partners to align coaching efforts with training strategy, focusing on knowledge and service improvement
• Monitors and manages standard call center metrics for abandonment rate, service level, staffing requirements, capacity planning, etc.
• 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:

• 5-8 years of relevant experience
• Strong business acumen with an in-depth understanding and alignment to the internal operating model and overall value proposition
• Consistent top-tier performer
• Ability to handle and expedite multiple tasks in a dynamic, fast paced service environment
• Exceptional critical thinking / problem solving skills to immediately address escalated client issues
• Superior client service proficiency including excellent verbal, written, and listening skills
• Customer focused, detail-oriented individual with ability to maintain a positive attitude in high-stress and fast-paced work environment
• Strong desire to create a top-notch client experience with every client, every day
• Understanding of multiple products across business lines combined with exceptional networking and relationship building skills (Banking, Cards, Mortgage, etc.)
• Series 7 and 63 Licenses required at time of hire

Education:

• Bachelor’s degree/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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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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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.