Officer, Complaints Management Intermediate Analyst

At **Citi**, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients - whether they be consumers, corporations, governments or institutions - to help them meet their biggest opportunities and face the world's toughest challenges.

**Shape your Career with Citi**

Citi’s **Wealth**brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices. The strategies we create help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow. We are uniquely suited to helping our clients meet their banking needs across regions through our global network.

We’re currently looking for a high caliber professional to join our team as **Officer**,**Complaints Management Intermediate Analyst** -**Hybrid** (Internal Job Title: Complaints Mgt Int Analyst - C11) based in Singapore. 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.
- Stays abreast of account regulatory aspects, rules and guidance, good industry practice and published business procedures/policies.
- Escalates issues as appropriate, and identify any possible trend.
- Uses discretion when informed on sensitive matters when applicable.
- 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

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.Job Family Group:
Marketing
- **Job Family**:
Customer Experience
- Time Type:
Full time
- Most Relevant Skills

Please see the requirements listed above.
- Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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