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Posted: 10/20/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service and client advocacy, with a strong ability to manage cases and communicate effectively with senior management and regulatory channels. Proficient in risk assessment and compliance with laws and policies while maintaining high standards of empathy and responsiveness.
Highest-signal resume keywords
Customer Service ExperienceCase Management SkillsExcellent Written CommunicationRisk AssessmentCompliance Knowledge
About the role
Key responsibilities & impact- Provide personalized service to customers communicating with the Office of the Chairman, senior executives, and regulatory/legal channels
- Resolve customer issues and act as client advocate while applying prudent business judgment
- Conduct in-depth investigations with external and internal partner organizations
- Provide client feedback within case-type timeliness standards
- Write personalized responses and ensure appropriate escalation and response speed
- Capture demographic and investigation-status information in a centralized database/tracking tool
- Route and track issues to business partner organizations for input into responses
- Identify systemic problem areas and engage appropriate groups to eliminate them
- Make decisions within established procedures with little to no direct supervision
- Serve as point of contact for senior management, internal business partners, and loan investors
- Assess risk and drive compliance with applicable laws, rules, regulations, and policies
Requirements
What you’ll need- 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
- Excellent listening skills
- Ability to communicate empathy and compassion while supporting and upholding Citi guidelines and policies
- Ability to articulate findings in a large group setting, in writing, and via telephone conference calls
- Bachelor's degree
Benefits
Comp & perks- Medical, dental & vision coverage
- 401(k)
- Life, accident, and disability insurance
- Wellness programs
- Paid time off, including 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Excellent Verbal CommunicationSelf-MotivatedTime ManagementListening SkillsEmpathy
Tools & Technologies
Centralized DatabaseTracking Tool
Industry Keywords
Client AdvocateRegulatory ComplianceEscalated QueueSubject Matter ExpertInvestigation