Escalation Specialist - C05 - Telecommuter

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The Escalation Specialist 5 plays a vital role in ensuring customer satisfaction by resolving complex issues escalated through various social media platforms. This role requires a strong understanding of social media dynamics, excellent problem-solving, communication, and analytical skills. The Escalation Specialist 5 works with minimal supervision and has a direct impact on the business by ensuring the quality of service provided across a diverse range of products and services.Responsibilities:Handles escalated customer issues and complaints received through various social media platforms (e.g., X, Facebook, Instagram, etc.).Works closely with other team members to investigate complex issues, identify root causes, and develop effective resolutions.Ensures customer satisfaction by providing timely updates, empathetic communication, and appropriate solutions.Collaborate with internal teams (e.g. Legal, Fraud, etc.) to solve client pain points.Applies working knowledge of technical and professional principles to resolve a range of basic to moderately complex problems, drawing on experience and precedent. Able to adapt and evaluate options in situations not explicitly covered by procedures.Proactively identifies trends in customer complaints and escalates them to management to drive process improvements.Monitors social media for potential crises and takes proactive steps to mitigate negative impact.Understands how individual duties contribute to the overall team/unit objectives and how different units collaborate to achieve the function's goals.Communicates effectively and diplomatically, demonstrating sensitivity to audience diversity when exchanging complex or sensitive information.Possesses a basic understanding of the organization, its business, and its policies.Qualifications:High school diploma or equivalent.2+ years of experience in customer serviceDemonstrated ability to handle complex customer issues and complaints.Excellent written and verbal communication skills, with a focus on clear and empathetic online communication.Strong problem-solving and analytical skills.Ability to work independently and as part of a team.Ability to handle stressful situations and maintain composure under pressure.Education:High School diploma or equivalentJob Family Group: Customer ServiceJob Family:EscalationTime Type:Full timePrimary Location:Telecommuter Kentucky United StatesPrimary Location Full Time Salary Range:$46,600.00 - $60,800.00In 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 planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.Most Relevant Skills Please see the requirements listed above.Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.Anticipated Posting Close Date:Jul 13, 2025Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.View Citi's EEO Policy Statement and the Know Your Rights poster.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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