Citi Group Officer Complaint Management Intermediate Analyst 

China, Hong Kong 

403805891

Hybrid(Internal Job Title: Complaint Management Intermediate Analyst– C11) 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:

• Supports the conduct of investigations and handles complaints, from beginning to end, received and considered a complaint by the Firm in accordance with rules and internal procedures.
• Supports investigations and assesses 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.
• Prepares draft communications for leadership to inform on complaints outcome.
• Thinks analytically to help leadership make the right decisions regarding complaints Management and outcomes.
• Explain and/or provide findings and conclusions of investigation when appropriate.
• Works with leadership to recommend 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:

• 2-5 years of experience in an operations, customer service or customer experience role preferably gathering data and conducting investigations
• Bachelors/University degree or equivalent experience

Time Type:

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