Officer, Complaint Management Analyst

Citi

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Shape your Career with Citi

Citi Global Wealth (CGW) brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices. The strategies we create help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow. We are uniquely suited to helping our clients meet their banking needs across regions through our global network.

We’re currently looking for a high caliber professional to join our team as Officer, Complaint Management Analyst - Hybrid (Internal Job Title: Service Supervisor– C10) based in Hong Kong. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

  • Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
  • We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
  • We empower our employees to manage their financial well-being and help them plan for the future.
  • Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
  • We have a variety of programs that help employees balance their work and life, including generous paid time off packages.
  • We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

In this role, you’re expected to:

  • Respond and resolve the disputes in a timely and fair manner and create excellent customer relationships during the process and beyond.
  • Provide our customers with a contact point to a skilled, knowledgeable case officer who has the authority and delegation to act on behalf of the customers.
  • Responsible for the acceptance, investigation, and timely resolution of complex complaints received.
  • Ensure all telephone calls/emails and correspondence received are answered or responded to in a timely manner and all customer contact is recorded in the appropriate systems.
  • Ensure all departmental service level agreements are met.
  • Work effectively with the relevant business units to obtain required account information for the resolution of a case within agreed Service Level Agreement time frames.
  • Responsible for identifying, analyzing and reporting on possibly serious systemic issues.
  • Undertake process improvement related projects which are focused towards providing a seamless customer experience.
  • Identify and report possible preventable complaints and ensure appropriate coaching is provided,
  • Develop empathy and rapport with customers and set and meet customer expectations during the resolution of problems and complaints and promote Citi Brand and Values in all interactions.
  • Actively participate in mediation and conciliation of the complaint cases.
  • Manage and minimize potential escalation of complaints to the media avoiding litigation.
  • Participate in improvement initiatives and make pro-active constructive improvement recommendations.
  • 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.

As a successful candidate, you’d ideally have the following skills and exposure:

  • 1-2 years relevant experience
  • Knowledge of external dispute resolution schemes.
  • Demonstrated customer orientation along with customer advocacy skills and ability to problem solve.
  • Excellent time management, business writing and communication skills. Attention to detail.
  • Proven ability to negotiate with others. Ability to develop and deepen stakeholder relationships. Ability to make independent, impartial and fair decisions in dispute matters. Ability to self manage. Proven mediation skills and the ability to stay calm and constructive under pressure.
  • Bachelor’s/University degree or equivalent experience

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

更多工作資料
薪酬 薪金面議
工種
  • 銀行 ‧ 金融服務 - 顧客服務 · 關係管理
  • 銀行 ‧ 金融服務 - 零售銀行服務
  • 銀行 ‧ 金融服務 - 一般 · 其他
僱用形式
  • 全職
教育程度
  • 學士

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