Citi Group Officer Complaint Management Analyst Contact Center 

China, Hong Kong 

298780040

Hybrid(Internal Job Title: Customer Experience Analyst– 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:

• Resolve and reply clients' complaints in various natures which are received at Contact Center (Banking Hotline). High frequency of verbal communication with complainants through telephone calls, in the course of complaint settlement
• Conduct thorough investigation with product/process owners, ensure all complaints are handled professionally and settled within internal & external service standards
• Ensure complaints are strictly adhered to the Bank’s Complaint Handling Policy, related policies of regulatory bodies and Compliance & Control policies
• Identify & highlight high impact areas from the complaint analysis & liaise with the concerned parties to drive for improvement
• 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:

• 2-5 years of experience in a role providing complaint handling, customer experience, operations, or related
• Bachelor’s/University degree or equivalent experience

Time Type:

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