Citi Group Assistant Vice President Complaint Management Senior Analyst 

China, Hong Kong 

343864724

Citi Global Wealth (CGW)

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:

• 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:

• Conduct investigation and handle complaints, from beginning to end, received and considered a complaint by the Firm in accordance with rules and internal procedures.
• Investigate and assess the complaint allegations competently, diligently, impartially, fairly, consistently and promptly, obtaining relevant additional information where necessary. The investigation process may require review of customer’s account activity and listening to recorded calls and interviews.
• Prepare a detailed written response letter to the customer based on the investigation findings and discuss it with the designated principal for approval.
• Think strategically, helping make decisions that may impact our clients and business.
• Explain and/or provide findings and conclusions of investigation when appropriate.
• Assess whether the complaint should uphold, and what redress and/or remedy may be appropriate.

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

• 5-8 years of experience
• Advanced knowledge in MS Office, NetX360,
• Excellent verbal and written communication skills
• Demonstrated multi-tasking ability, analytical skills, problem solving skills, ability to regularly deal with a variety of people on a wide range of issues, and a consistent record of on time delivery.
• Must be able to work effectively and develop working relationships with other businesses
• Understanding of regulatory regime and internal procedures which govern our dealings with our customers. Ability to work under pressure with attention to quality and detail. Ability to make judgments on incomplete or often contradictory evidence.

Time Type:

View the " " poster. View the .

View the .

View the