Citi Escalation Specialist 2 - SBSW-BCQC in San Antonio, Texas

  • Primary Location: United States,Texas,San Antonio

  • Education: High School Diploma/GED

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 16068860


Work Schedule: 9:00 - 6 PM (1 hour lunch)

Performs Escalations Specialist 1 duties plus:

Resolves complex customer inquiries and supervisor escalated issues.

Proactively reviews documentation to review for account opening process and services while adhering to strict small business standards and policies.

Diffuses tense phone client interactions; manages conflict, and the ability to build rapport with service partners and clients.

Makes decisions based on best practices/precedence when resolving complex servicing issues.

Works under little to no direct supervision.

May support an expansive and/or diverse array of products/services.

Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives; and, impacts the business by ensuring the quality of the tasks or services provided.

Understands 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.



  • Strong and proficient in knowledge source to help guide and navigate source and procedures.

  • Extensive knowledge of small business policies and source models to resolve first level escalated inquiries.

  • Demonstrated good phone communication and written communication abilities

  • Prior work experience in a related job that would provide a good understanding of activities, policies, procedures, and concepts of the work area.

  • Computer skills to manage multi systems daily in order to complete process flow

  • Attention to detail

  • Preferred knowledge in Citi KYC, Citi smart, MS Access, SharePoint, MS Excel