Escalation Specialist - C05 - Telecommuter

The Escalation Specialist 5 plays a vital role in ensuring customer satisfaction by resolving complex issues escalated through various social media platforms. This role requires a strong understanding of social media dynamics, excellent problem-solving, communication, and analytical skills. The Escalation Specialist 5 works with minimal supervision and has a direct impact on the business by ensuring the quality of service provided across a diverse range of products and services.

Responsibilities:

• Handles escalated customer issues and complaints received through various social media platforms (e.g., X, Facebook, Instagram, etc.).

• Works closely with other team members to investigate complex issues, identify root causes, and develop effective resolutions.

• Ensures customer satisfaction by providing timely updates, empathetic communication, and appropriate solutions.

• Collaborate with internal teams (e.g. Legal, Fraud, etc.) to solve client pain points.

• Applies working knowledge of technical and professional principles to resolve a range of basic to moderately complex problems, drawing on experience and precedent. Able to adapt and evaluate options in situations not explicitly covered by procedures.

• Proactively identifies trends in customer complaints and escalates them to management to drive process improvements.

• Monitors social media for potential crises and takes proactive steps to mitigate negative impact.

• Understands how individual duties contribute to the overall team/unit objectives and how different units collaborate to achieve the function's goals.

• Communicates effectively and diplomatically, demonstrating sensitivity to audience diversity when exchanging complex or sensitive information.

• Possesses a basic understanding of the organization, its business, and its policies.

Qualifications:

• High school diploma or equivalent.

• 2+ years of experience in customer service

• Demonstrated ability to handle complex customer issues and complaints.

• Excellent written and verbal communication skills, with a focus on clear and empathetic online communication.

• Strong problem-solving and analytical skills.

• Ability to work independently and as part of a team.

• Ability to handle stressful situations and maintain composure under pressure.

Education:

• High School diploma or equivalent

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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.

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