Citi · 3 hours ago
Executive Response Specialist
Johnson City, TN
Full-time
Onsite
Entry, Mid Level
$42K/yr - $54K/yr
2+ years expCiti is a global bank that provides various financial services. They are seeking an Executive Response Specialist to perform complex assignments related to customer complaints, ensuring quality service and compliance with processes and policies.
BankingFinanceFinancial Services
Responsibilities
Provide case reviews on customer complaints from all communication channels in response to Governmental feedback
Performs comprehensive study reviews of complaint cases and documenting case summaries
Review assigned complaint cases to ensure that all processes, procedures, and policies are followed and are compliant
Capture specific data concerning complaint cases and input into case review templates/system
Evaluate random sample and Level 3 complaints utilizing appropriate quality monitoring systems
Identify process improvement opportunities and recommendations for coaching and process improvements
Work with Complaints Business Analyst(s) to be responsive to capture needs ensuring case study detail facilitates Analysis rollup includes meaningful insights and recommendations
Collaborate with experts within specialized departments
May support an expansive array of products/services
Demonstrates technical/administrative expertise
Applies specialized functional area skills and basic knowledge including underlying professional/technical principles or standards, which are well defined
Understands how duties relate with others in the team/unit and how the unit integrates with others in accomplishing the work of the function
Interacts with leaders and experts across functions to resolve moderately complex issues
Partners with other functions, such as Legal and compliance to understand complaint impacts
Provides feedback to management to identify performance and business opportunities
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
Qualification
Required
2-4 years relevant experience
Prior work experience in a related job that would provide advanced knowledge of the activities, policies, and procedures of the work area
Demonstrated understanding of Line-of-Business complaints and complaint capture process
Consistently demonstrates clear and concise written and verbal communication skills
Proficient in Microsoft Office with an emphasis on MS Excel
Knowledge of federal and business regulations helpful
High School diploma or equivalent
HOP to HOP eligible for those sites listed on this posting
Daily incoming phone duties
Preferred
Previous customer service or Executive Response Unit experience
Experience handling escalated customer inquiries or work within a specialized role
Bilingual (Fluent in English and Spanish) desired but not required
Escalation experience
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
Company
Citi
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.
10001+ employees
H1B Sponsorship
Citi has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (1386)
2024 (849)
2023 (1375)
2022 (1117)
2021 (876)
2020 (901)
Funding
Current Stage
Late StageLeadership Team
James Monahan
Managing Director / Global Head of Asset Servicing
Naveed Sultan
Managing Director, Chairman, Institutional Clients Group
Recent News
2026-01-20
2026-01-15
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