Citi Group CTSM KL - Call Monitoring Analyst Wealth Management 

Malaysia, Kuala Lumpur 

502386696

Citi Global Wealth (CGW)

We’re currently looking for a high caliber professional to join our team asOfficer, Compliance Business Control Analyst - Hybridbased in Kuala Lumpur, Malaysia.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.

Job Purpose:

• Responsible for conducting surveillance monitoring reviews to support the Investments and Insurance business across APAC. Review work includes Data analysis, report, documents and Voice logs. Job role is an integral part of the support function that ensures compliance approved sales process.

In this role, you’re expected to:

• Review and disposition of alert triggers based on investigation results; investigations could involve document/ call reviews, analyze client behaviors based on client KYC, account info, customer surveys etc.
• Listen to voice logs (Investment/Insurance Call Monitoring), particularly for Hong Kong market.
• Document exception findings, tracking of corrective actions and its completion at individual alert level and at review level
• Prepare trend analysis and surveillance reports for management reporting
• Provide feedback and coaching on correct phone sales process to Sales Representatives
• Provide consultations to other internal departments on sales process and branch operational matters
• Report and document the Quality of Work report of Sales Representatives
• Continuously seek process improvement to enhance efficiency of the surveillance monitoring process, and to address process/ compliance gaps
• Review and update of policies and unit procedures
• Implementation of processes and procedures on compliance matters

Knowledge/Experience/Technical skills:

• At least 3 to 4 years of banking experience in consumer banking products and processes
• Prior experience in a customer service, sales or compliance would be an advantage
• Good understanding of sales advisory regulations

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

• Bachelor’s degree or equivalent work experience.
• Excellent judgment and assessment skills.
• Excellent communication skills:
  • Confident, concise, clear and impactful.
  • Written and oral formats, including presentations to audiences ranging from senior managers, regulators, auditors to analysts as evidenced by the ability to concisely and meaningfully explain and support research conclusions, both in written and verbal formats.
• Excellent work ethic (respectful, honest, considerate, self-motivated, can reliably work independently, works well under pressure, readily adapts to changing work priorities, and is accountable).
• Excellent organization and prioritization skills.
• Able to multitask.
• Proficient in MS Office.
• Being multilingual is an advantage ( Cantonese listening skill is mandatory ).

Time Type:

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