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Fcr Jobs in Texas (NOW HIRING)

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Facilities Maintenance is Locally owned business with over 10 years of experience, FCR Facilities Maintenance offers commercial and industrial building maintenance programs at a full range of ...

Be Seen First

Facilities Maintenance is Locally owned business with over 10 years of experience, FCR Facilities Maintenance offers commercial and industrial building maintenance programs at a full range of ...

Contribute to the development and maintenance of the knowledgebase and Solution Center procedures to promote continuous improvement and increased First Contact Resolution (FCR). * Collaborate and ...

Contribute to the development and maintenance of the knowledgebase and Solution Center procedures to promote continuous improvement and increased First Contact Resolution (FCR). * Collaborate and ...

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Fcr information

See Texas salary details

$14

$21

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How much do fcr jobs pay per hour?

As of Aug 20, 2026, the average hourly pay for fcr in Texas is $21.62, according to ZipRecruiter salary data. Most workers in this role earn between $18.32 and $22.93 per hour, depending on experience, location, and employer.

What is an FCR?

FCR stands for 'First Call Resolution,' which is a key performance metric used primarily in customer service and call centers. It refers to the ability to resolve a customer's issue, question, or request during their first contact with a representative, without the need for follow-ups. Achieving high FCR rates is important as it leads to increased customer satisfaction, reduced operational costs, and improved efficiency. FCR can also refer to a job title, such as a First Contact Resolution Specialist, whose primary responsibility is to address and resolve customer concerns promptly and effectively.

What skills and qualifications are needed to thrive as an FCR (First Call Resolution) specialist?

To thrive as a First Call Resolution (FCR) specialist, you need strong problem-solving abilities, in-depth product or service knowledge, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) systems, call center software, and ticketing platforms is essential. Excellent communication, active listening, and patience are vital soft skills for addressing customer concerns efficiently. These capabilities ensure customer satisfaction and loyalty by resolving issues promptly and effectively on the first contact.

How does an FCR (First Call Resolution) specialist collaborate with other departments to resolve customer issues?

FCR Specialists often work closely with departments such as technical support, billing, and product teams to address customer concerns quickly and effectively. When a customer presents a complex issue, the FCR Specialist may coordinate with these teams to gather information or escalate cases as needed, ensuring a smooth and timely resolution. This collaboration requires strong communication skills and a proactive approach to problem-solving, as well as a thorough understanding of internal processes. Being effective in this role often means building strong working relationships and staying updated on the latest product or policy changes.

What is the difference between Fcr vs Customer Service Representative?

AspectFcrCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; industry-specific certificationsHigh school diploma or equivalent; customer service training often preferred
Work EnvironmentCall centers, technical support, or client service settingsCall centers, retail, or office environments
Employer & Industry UsageTelecommunications, IT, or service industriesRetail, telecom, banking, and service sectors
Common Search & Comparison IntentUnderstanding role differences, responsibilities, and skillsCustomer interaction, problem-solving, and communication skills

Fcr and Customer Service Representative roles often overlap in customer support environments. Fcr typically focuses on technical or specialized support, requiring specific certifications, while Customer Service Representatives handle general customer inquiries. Both roles are vital in service industries, but Fcr positions often demand more technical knowledge and certifications.

Infographic showing various Fcr job openings in Texas as of August 2026, with employment types broken down into 94% Full Time, 4% Part Time, and 2% Contract. Highlights an 76% Physical, 7% Hybrid, and 17% Remote job distribution, with an average salary of $44,972 per year, or $21.6 per hour.

Risk Policy Senior Officer -Senior Vice President

Citigroup, Inc.

Irving, TX • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 20 days ago


Citibank rating

8.3

Company rating: 8.3 out of 10

Based on 177 frontline employees who took The Breakroom Quiz

39th of 171 rated banks


Job description

The Risk Policy Senior Officer I is a strategic professional who closely follows latest trends in own field and adapts them for application within own job and the business. Typically a small number of people within the business that provide the same level of expertise. Excellent communication skills required in order to negotiate internally, often at a senior level. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Accountable for significant direct business results or authoritative advice regarding the operations of the business. Necessitates a degree of responsibility over technical strategy. Primarily affects a sub-function. Responsible for handling staff management issues, including resource management and allocation of work within the team/project.
Responsibilities:
  • Manage global and more complex Fundamental Credit Review (FCR) report entities of consumer portfolios
  • Assess quality of assigned portfolios, including identification and evaluation of emerging risks
  • Assess effectiveness of the credit risk processes and standards of assigned entities to promote leading practices and identify opportunities for improvements
  • Review and assess the appropriateness, completeness and usage trends of the credit risk components of the Risk Appetite framework for the assigned portfolios
  • Provide autonomous assessment of the accuracy and appropriateness of risk ratings and classifications of the assigned portfolios
  • Assess business/risk staffing models to ensure appropriate resources for assigned entities
  • Ensure that Corrective Action Plans for assigned businesses are appropriate, monitored and duly validated addressing concerns resulting from FCR Reviews or Business Monitoring
  • Ensure that FCR documents including the Credit Assessment Documents and the Fundamental Credit Review Reports meet quality and consistency standards
  • Assists the FCR Region Head on regional and/or global tasks
  • Keep FCR senior management informed of any concerns and/or emerging risks that may jeopardize their Review Entities
  • Aids Quality Assurance activities as Subject Matter Expert
  • 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.

Qualifications:
  • 10+ years experience in Policies/Analytics/Decision Management
  • Ability to think and make decisions in high risk scenarios, appropriately assessing a situation based on available data, experience, intuition, and judgment
  • Work under pressure
  • Able to handle prioritize
  • Good project management skills
  • Able to interface with various levels of management in Global/Region/Business and across functions
  • Knowledge in consumer risk management credit cycle processes and asset product operations
  • Candidates must have effective negotiation skills, a proactive and 'no surprises' approach in communicating Risk issues, strength in sustaining autonomous views

Education:
  • Bachelor's/University degree, Master's degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Citi Wealth Overview
Citi Wealth is a leading provider of financial solutions for affluent, high-net-worth, and ultra-high-net-worth clients around the world. Our Private Bankers, Financial Advisors, and Product Specialists serve as trusted advisors to many of the world's most successful and influential individuals and families.
We deliver global insights grounded in deep local expertise and provide comprehensive financial strategies tailored to the unique needs of entrepreneurs and business owners, single- and multi-family offices, senior corporate executives, next-generation investors, inherited wealth, law firms, and attorneys. From investment strategy to banking, lending, and cash management, we support our clients holistically and with a steadfast commitment to helping them preserve, grow, and manage their wealth.
Lending is a core offering within Citi Wealth. Our lending platform provides competitive borrowing solutions strategically integrated into our clients' broader wealth management goals. We deliver these solutions across all major client segments-including Citi Private Bank, Wealth at Work, Citi Private Client, and Citigold-as part of their broader Citi relationship.
Wealth Lending Governance Team
The Wealth Lending Governance team is a newly established function within the Wealth Lending Strategy & Governance organization. The team brings together Wholesale and Retail product governance and underwriting governance into a unified structure. Its mission is to support the sustainable and responsible growth of the Wealth Lending business by enhancing our governance framework, strengthening policy and control alignment, and promoting disciplined, Wealth Lending-wide execution.
Job Summary
The Wealth Lending Governance Senior Officer (C14/SVP) is a leadership role responsible for shaping and executing the governance, policy, and control strategy that underpins Citi's global Wealth Lending business. The role drives enterprise-aligned governance standards, ensures end-to-end policy integration, and partners with senior stakeholders across functions and lines of defense to enable responsible, sustainable business growth.
Key Responsibilities
Enterprise Governance & Policy Leadership
  • Lead the Wealth Lending policy governance agenda, ensuring policies, standards, and procedures are fully aligned with Citi's enterprise framework and business strategy.
  • Oversee policy change management end-to-end, including enterprise-level impact analysis, business integration, communication, and execution.
  • Govern and continuously enhance the global inventory of governance documents to promote transparency, consistency, and control discipline.

Strategic Governance Execution & Cross-Functional Leadership
  • Partner with the Head of Governance to deliver critical governance commitments and senior leadership reporting.
  • Ensure governance deliverables reflect rigorous risk assessment and strategic alignment.
  • Drive resolution of complex issues with senior stakeholders.
  • Proactively detect governance gaps or emerging risks and influence corrective action.
  • Support oversight of governance-owned controls.

Thought Leadership, Communications & Influence
  • Develop governance communications and guidance for stakeholders.
  • Serve as a trusted advisor to Wealth Lending stakeholders.
  • Lead high-impact governance initiatives.
  • Drive integration of governance requirements into business strategy.
  • Support senior management and board-level reporting.

Qualifications
  • 10+ years of experience in governance, risk & controls, lending, credit, or similar leadership roles
  • Experience as part of a high performing lending team and a desire to drive growth
  • Strong knowledge of financial markets, investments, banking and loan products
  • Able to quickly assess issues, conduct root cause analysis and fix at the source. Influence solutions. Drive best practices on the changes that are best for Citi, our clients and our people.
  • Excellent communication (written and verbal) and interpersonal skills
  • Capable of effectively communicating with global leaders and broad teams on changes impacting them in relatable language.
  • Detail orientation with strong analytical skills.
  • Ability to work under pressure and deliver within tight deadlines to drive execution for clients
  • Strong negotiation skills
  • Strong initiative and interactive approach to problem solving
  • Displays flexibility and independence in a demanding environment
  • AI experience. Demonstrate ability to leverage AI tools to increase productivity.
  • Completion of formal credit training program preferred
  • Bachelor's degree or equivalent experience.

Education
  • Bachelor's degree preferred, advanced degree a plus.

Job Family Group:
Risk Management
Job Family:
Risk Framework and Policy
Time Type:
Full time
Primary Location:
Irving Texas United States
Primary Location Full Time Salary Range:
$ 156,160.00 - $ 234,240.00
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 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
Analytical Thinking, Controls Lifecycle, Credible Challenge, Governance, Policy, Procedure, and Regulation, Risk Management Lifecycle.
Other Relevant Skills
Change Management, Communication, Constructive Debate, Escalation Management, Policy and Procedure, Policy and Regulation, Risk Controls and Monitors, Risk Identification and Assessment, Stakeholder Management.
Anticipated Posting Close Date:
ago. 19, 2026
Automated Processing and AI
We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.
Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.
Illinois residents - AI Notice and Right
Citi 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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About Citigroup Inc

Sourced by ZipRecruiter

We live in an increasingly complex world. Companies these days are either born global or are going global at record speed. Business and geopolitics are forging an entirely new dynamic and consumers now expect financial services to be a seamless part of their digital lives. Citi is a bank that’s uniquely positioned for this moment. Through our vast global network and our on-the-ground expertise, we can connect the dots, anticipate change and empathize the needs of our clients and customers in ways that other banks simply cannot. Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We have set expectations for how we must act to bring our mission to life. These expectations are at the heart of our Leadership Principles – we take ownership, we deliver with pride and we succeed together.

Industry

Banking and credit intermediation

Company size

5,001 - 10,000 Employees

Headquarters location

New York City, NY, US