Intermediate Associate Executive Response Analyst

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Deliver tailored service to clients by interacting with the Office of the Chairman, senior executives, and regulatory/legal entities.

• Address customer concerns and advocate for clients while exercising sound business judgment.

• Perform thorough investigations in collaboration with both external and internal partner organizations.

• Provide client feedback adhering to case-type timeliness standards.

• Compose personalized replies and ensure proper escalation and response times.

• Record demographic and investigation-status details in a centralized database/tracking tool.

• Direct and monitor issues to business partner organizations for input on responses.

• Identify systemic issues and engage the relevant groups to resolve them.

• Make decisions within established guidelines with minimal to no direct oversight.

• Act as the primary contact for senior management, internal business partners, and loan investors.

• Evaluate risk and ensure compliance with applicable laws, regulations, and policies.

⛳️ Requirements

• 2-5 years of relevant experience.

• Prior experience working directly with customers, ideally in an escalated queue.

• Subject Matter Expert in the supported businesses.

• Strong written and verbal communication abilities.

• Self-motivated, self-directed, and self-managed.

• Exceptional time and case management skills.

• Outstanding listening capabilities.

• Ability to convey empathy and compassion while adhering to Citi guidelines and policies.

• Capacity to articulate findings in large group settings, both in writing and during telephone conference calls.

• Bachelor's degree.

🏝️ Benefits

• Medical, dental, and vision coverage.

• 401(k) plan.

• Life, accident, and disability insurance.

• Wellness programs.

• Paid time off, which includes planned time off (vacation), unplanned time off (sick leave), and paid holidays.

• Discretionary and formulaic incentive and retention awards may be available for eligible employees.