Citi Group Complaint Management Business Analyst USPB Citi Retail Services 

United States, Tennessee, Bristol 

764510395

• Supports technology teams to drive the call analytics to provide a consistent taxonomy, transcription, and complaint categories.
• Partners closely with analytic and technology teams to define process and optimal operating model.
• Manages complaint/concern capture and helps to deliver a complaint capture process with link to call recordings.
• Assists with speech analytics, data mining, text analytics, call recordings, image correspondence and will Work with taxonomy lead.
• Defines process for case /note detail and transcription
• Determines process for sentiment analysis , complaints and concerns escalation, output of speech analytics/data mining and text analytics, data flow between complaint capture process and data repository
• Manages complaint analytics
• Manages process from complaint stage to reporting development
• 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.

• 6-10 years of experience in a customer service, operations or customer experience, leveraging analytics

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

Conduct root cause analysis intro drivers of complaints, and identify potential opportunities to remove root cause drivers through process, policy, technology or other changes

Experience transforming data into meaningful information that provides direction, recommendations and insights

Out-of-the box thinker to help guide the organization on opportunities to change processes, procedures and technology to address root cause issues identified

Strong working knowledge of Citi Retail Services processes and systems, as well as regulations and compliance requirements; ability to identify impacts of new technology to sales and service processes and customer interactions

Proven ability to partner with others to develop solutions to risks and issues - can integrate perspectives of multiple stakeholders and align solutions across the franchise

Strong influence and presentation skills – need to be able to tell a compelling story to ensure buy-in from stakeholders who may have other priorities

Experience in managing multiple projects in a fast-paced environment

Bachelor's degree required; graduate degree and/or Six Sigma/LEAN certification a plus

Anticipated Posting Close Date:

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