Escalation Specialist 5 - Document Services

The Escalation Specialist 5 performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service 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. 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. Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity. Basic knowledge of the organization, the business and its policies required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence. Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.

Assists with resolving supervisor-escalated customer inquiries related to account level information, and provides technical assistance as required. Supports internal and external customers. Tracks and reports data for management action. Solves moderately complex problems, time sensitive inquiries, and multi-task in high-volume situations. Identifies and escalates issues to appropriate sources. Works under general supervision and established procedures. May support a range of products/services. Applies detailed knowledge of a wide range of specialized administrative/technical skills; and most of the impact is related to the accuracy of tasks performed. Understands how duties relate/integrate with others in the team/unit. 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.

Problem solver, customer service, business knowledge 2-4 years of relevant experience Intermediate computer, math and data skills. Ability to follow established procedures to complete moderately complex assignments. Consistently demonstrates clear and concise verbal and written communication skills Maintains organizational skills - proven ability to multi - task prioritize work, pay attention to detail Education: High School diploma or equivalent Works within Document Services at the Citi Records Center in O'Fallon with responsibilities specifically related to residual operations post-Mortgage Transformation. Research performed is primarily focused around Mortgage-related documents and servicing systems. Job Grade: C05 Job Location: O'Fallon Schedule: Monday through Friday with start times between 7:00 am 8:30 am for an 8 hour shift. ------------------------------------------------------ Job Family Group: Customer Service ------------------------------------------------------ Job Family: Escalation ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Primary Location: Ofallon Missouri United States ------------------------------------------------------ Primary Location Full Time Salary Range: $46 600,00 - $60 800,00 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