[Hiring] Intermediate Associate Executive Response Analyst @Citi

Role Description

The Intmd Assoc Exec Resp Analyst is a developing professional role which integrates in-depth specialty knowledge with a solid understanding of industry standards and practices. This role demonstrates a good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/job family. Key responsibilities include:

• Provide personalized service to customers who communicate with the Office of the Chairman, Other Senior Executives, and other Regulatory/Legal channels.
• Resolve customer issues and act as the client advocate while balancing decisions with prudent business judgment.
• Conduct in-depth investigations of 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 clients/regulatory agencies.
• Identify key problem areas that may affect larger segments of the client base and engage appropriate groups to eliminate those problems.
• Make decisions within established procedures without manager approval and work under little to no direct supervision.
• Apply working knowledge of technical and professional principles and concepts and in-depth knowledge of team objectives.
• Understand 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.
• Serve as point of contact for Sr. Mgmt., internal business partners, and loan investors to assist in resolving complex cases prior to becoming an ERU issue.
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.

Qualifications

• 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.
• Ability to effectively communicate empathy and compassion when working with clients.
• Ability to clearly articulate findings in a large group setting in person, in writing, and via telephone conference calls.

Requirements

• Bachelor's degree

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