Citi Group Officer Complaint Management Analyst 

China, Hong Kong 

110378214

At

Hybrid(Internal Job Title: Service Supervisor– 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:

• Respond and resolve the disputes in a timely and fair manner and create excellent customer relationships during the process and beyond.
• Provide our customers with a contact point to a skilled, knowledgeable case officer who has the authority and delegation to act on behalf of the customers.
• Responsible for the acceptance, investigation, and timely resolution of complex complaints received.
• Ensure all telephone calls/emails and correspondence received are answered or responded to in a timely manner and all customer contact is recorded in the appropriate systems.
• Ensure all departmental service level agreements are met.
• Work effectively with the relevant business units to obtain required account information for the resolution of a case within agreed Service Level Agreement time frames.
• Responsible for identifying, analyzing and reporting on possibly serious systemic issues.
• Undertake process improvement related projects which are focused towards providing a seamless customer experience.
  Identify and report possible preventable complaints and ensure appropriate coaching is provided,
• Develop empathy and rapport with customers and set and meet customer expectations during the resolution of problems and complaints and promote Citi Brand and Values in all interactions.
• Actively participate in mediation and conciliation of the complaint cases.
• Manage and minimize potential escalation of complaints to the media avoiding litigation.
• Participate in improvement initiatives and make pro-active constructive improvement recommendations.
• 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:

• 1-2 years relevant experience
• Knowledge of external dispute resolution schemes.
• Demonstrated customer orientation along with customer advocacy skills and ability to problem solve.
• Excellent time management, business writing and communication skills. Attention to detail.
• Proven ability to negotiate with others. Ability to develop and deepen stakeholder relationships. Ability to make independent, impartial and fair decisions in dispute matters. Ability to self manage. Proven mediation skills and the ability to stay calm and constructive under pressure.
• Bachelor’s/University degree or equivalent experience

Time Type:

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