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 Assistant Vice President, Complaint Management Senior Analyst - Hybrid (Internal Job Title: Complaint Management Senior Analyst– C12) 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:
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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.
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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.
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We empower our employees to manage their financial well-being and help them plan for the future.
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Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
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We have a variety of programs that help employees balance their work and life, including generous paid time off packages.
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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:
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Monitoring and maintaining Regulatory consumer protection system daily
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Establishing/enhancing internal consumer protection policies / procedures subject to new regulations
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Overseeing the implementation of Monthly Consumer Protection Meeting
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Drive and implement staff recognition programs to promote customer centric culture.
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Produce communication contents to promote culture, customer centric behaviour and up-to-date digital development.
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Drive huddle activities across various departments to instill company values.
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Assist in call monitoring and reporting to support Net Promoter Score (NPS) bottom up fieldwork
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Track NPS bottom up performance movement, analyse and identify actionable insights and provide timely regular updates for performance improvement.
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Assist in quality assurance and results monitoring in support of Net Promoter
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Score top down fieldwork operations include fieldwork witnessing, quality assurance, result monitoring and related tasks.
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Provide support on cultural or regional driven initiatives when required.
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review post sales communication to ensure relevance of the communication materials including adherence to Citi branding guidelines including logo, format and language
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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:
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At least 5 years relevant experience working in customer service, marketing, legal, compliance or related fields
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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.