Full-Time

Wealth Service Escalation Specialist

Confirmed live in the last 24 hours

Citigroup

Citigroup

10,001+ employees

Global financial services and banking solutions

Fintech
Social Impact
Financial Services

Compensation Overview

$70.7k - $106.1kAnnually

+ Incentive Awards + Retention Awards

Senior

O'Fallon, MO, USA + 2 more

More locations: San Antonio, TX, USA | Jacksonville, FL, USA

Primary location is San Antonio, Texas; other locations mentioned are Jacksonville, Florida and O'Fallon, Missouri.

Category
Customer Success Management
Sales & Account Management

You match the following Citigroup's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • 5-8 years of relevant experience
  • Series 7 and 63 Licenses required at time of hire
  • Bachelor’s degree/University degree or equivalent experience
  • Strong business acumen with an in-depth understanding and alignment to the internal operating model and overall value proposition
  • 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.)
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.

Citigroup provides a wide range of financial services, including consumer banking, corporate and investment banking, and wealth management, to clients around the world. Its services include loans, credit products, securities brokerage, and asset management, catering to individual consumers, businesses, and government entities. Citigroup operates in over 160 countries, utilizing its extensive global network and technology to offer efficient financial solutions. Unlike many competitors, Citigroup emphasizes sustainability and social responsibility through its investments in environmental, social, and governance initiatives. The company's goal is to facilitate international trade and investment while managing financial assets and providing liquidity in the global financial system.

Company Size

10,001+

Company Stage

IPO

Total Funding

$59.8M

Headquarters

Tel Aviv-Yafo, Israel

Founded

1812

Simplify Jobs

Simplify's Take

What believers are saying

  • Citi's involvement in Jumia's sales agreement taps into Africa's growing e-commerce market.
  • The collaboration with Versana enhances Citi's data analytics and operational efficiency.
  • Citi's gender pay equity disclosure strengthens its brand reputation among socially conscious investors.

What critics are saying

  • Increased competition from digital platforms like Versana may erode Citi's market share.
  • Citi's partnership with Jumia exposes it to the volatile African e-commerce market.
  • Regulatory scrutiny on digital banking products could impact Citi's Google Pay Plex accounts.

What makes Citigroup unique

  • Citi's global reach spans over 160 countries, offering unmatched international banking services.
  • The partnership with Mastercard for Google Pay Plex accounts enhances Citi's digital banking presence.
  • Citi's 'Green Deposits' cater to the growing demand for sustainable banking solutions.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

401(k) Company Match

Wellness Program

Paid Vacation

Paid Sick Leave

Paid Holidays

Company News

FF News
Feb 11th, 2025
Proxymity Secures $26M Funding Boost

Proxymity has secured $26 million in additional growth funding from existing investors, including BNP Paribas, BNY, Citi, Clearstream, Computershare, J.P. Morgan, and State Street. This funding supports Proxymity's innovative technology in proxy voting and shareholder communications. The capital will enhance technology and support geographic expansion. Investors express confidence in Proxymity's potential and its impact on transparency and efficiency in investor communications.

Capital Riesgo
Jan 22nd, 2025
Anaconda BioMed secures €3.6M investment

In December, Innvierte, promoted by CDTI Innovación, invested €171 million in 16 co-investments and two investment vehicles. Notably, Anaconda BioMed received a €3.6 million commitment from CDTI Innovación, alongside other investors, to enhance its advanced catheter systems for ischemic stroke treatment. Additionally, CDTI committed €10 million to Oncomatryx Biopharma and €1.734 million to Payload Aerospace.

Finsmes
Jan 20th, 2025
IntusCare Secures $11.5M for Expansion

IntusCare, a Providence-based geriatric care analytics provider, raised $11.5M in follow-on financing, bringing total funding to over $27M. The round was led by Deerfield Management with participation from Citi Impact Fund, Jumpstart Nova, and others. The funds will be used to launch CareHub, expand existing solutions, and enhance AI research to improve user experiences for healthcare providers.

De Tijd
Jan 15th, 2025
Chinese e-truckmaker Windrose met Antwerpse plannen haalt ruim 80 miljoen op

De Chinese bouwer van elektrische vrachtwagens Windrose heeft bij de banken HSBC en Citi 86 miljoen dollar (83 miljoen euro) vers kapitaal opgehaald. Over de truckproductieplannen in Antwerpen is nog niets bekend.

FF News
Jan 14th, 2025
Validis Gains Investment from Citi, Barclays

Validis announced strategic investments from Citi and Barclays to modernize business lending through automated data standardization. The investment will help Validis accelerate growth, enhance product innovation, and expand sales and marketing. Citi and Barclays will use Validis' platform to automate financial monitoring, improve underwriting, and reduce credit review time, supporting better decision-making and risk management in lending.