Citi Group Fraud Client Experience Complaints Lead Analyst VP 

United States, Florida, Jacksonville 

556614498

The Fraud Client Experience and Complaints Lead Analyst will support the FCFP Fraud Function covering credit, debit, and partner card products as well as other retail banking products with focus on fraud closures and fraud dispute investigations.

Primary responsibilities will include:

• Oversee all CX disciplines and routines related to fraud closures and dispute investigations

• Complaints and NPS analysis - Leveraging NPS performance and Complaints trending, work with Fraud verticals to focus on highest impact areas to reduce pain points and address emerging issues.

• Drive consistency in approach to analysis methodology and partner with teams such as analytics to drive opportunities to develop text analytics/theme modeling capabilities

• Pain Point Management of fraud related items

• Ensure all SLAs are being met for pain point resolution and adherence to required documentation for CPPs.

• Drive solutions to reduce fraud complaints

• Support Weekly Fraud CX Meetings

• SupportCustomer Experience and Complaintsgovernance activities related to fraud CX

• Support Customer Experience and Complaints performance reporting for various forums such as Monthly Complaints Review, CFPB Review,GRC/IRC Monitoring process, etc.

Qualifications:

• 6 - 10 years' experience in financial services, with specific experience in fraud dispute investigations and complaints management or client experience.

• Candidate must be an analytical thinker and able to understand policy, process and client experience.

• Prior experience in a customer facing/client experience optimization environment preferred.

• Knowledge of Microsoft Office suite (intermediate to advanced Microsoft Excel skills).

• Experience in managing multiple projects in a fast-paced environment

• Experience in SAS, SQL, or related analytical tools a plus but not required

• Knowledge of Qlikview and Medallia is a plus but not required.

• Bachelor’s/Universitydegree, Master’s degree preferred

Anticipated Posting Close Date:

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