Complaints Analyst Officer

3 days ago

Singapore Citi Full time

**Responsibilities**:
Respond and resolve disputes in a timely and fair manner, in accordance with rules and internal procedures
Responsible for the acceptance, investigation that includes reviewing of customer’s account activities and listening to recorded calls, and timely resolution of complaints received
Explain and/or provide findings and conclusions of investigation when appropriate.
Prepares draft communications to management and stakeholders for case reviews, informing complaints outcome
Escalates issues as appropriate
Identify any possible trend, and report possible preventable complaints and ensure appropriate coaching is provided
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
Develop empathy and rapport with customers and set and meet customer expectations during the resolution of problems and complaints
Adhoc duties such as undertaking process improvement projects which are focused towards providing a seamless customer experience

**Qualifications**:
2-5 years of experience in Customer service or Customer experience role
Knowledge of dispute resolution
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 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.

**Education**:
Bachelors/University degree or equivalent experience
--------------------------------------------
- **Job Family Group**: Consumer Sales
--------------------------------------------
- **Job Family**: Telesales
-------------------------------------------------
- **Time Type**: Full time
-------------------------------------------------
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the " EEO is the Law " poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting

  • Officer, Complaints Management Intermediate Analyst

    5 days ago

    Singapore Citi Full time

    Officer, Complaints Management Intermediate Analyst Join to apply for the Officer, Complaints Management Intermediate Analyst role at Citi Officer, Complaints Management Intermediate Analyst Join to apply for the Officer, Complaints Management Intermediate Analyst role at Citi At Citi , we get to connect millions of people across hundreds of cities...

  • Officer, Complaints Management Intermediate Analyst

    7 days ago

    Singapore Citigroup Full time

    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...

  • Cx Operations

    1 week ago

    Singapore Coinbase Full time

    Ready to be pushed beyond what you think you’re capable of? At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. Our work culture is intense and isn’t for...

  • Complaints Team Lead

    2 weeks ago

    Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

    Wise is a global technology company, building the best way to move and manage the world’s money. **Min fees. Max ease. Full speed.** Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team,...

  • Officer, Operations Analyst

    5 days ago

    Singapore Bank of America Full time

    Officer, Operations Analyst (APAC Fixed Income), Global Market Operations Join to apply for the Officer, Operations Analyst (APAC Fixed Income), Global Market Operations role

  • Investigator/ Senior Investigator

    3 days ago

    Singapore NEA National Environment Agency Full time

    [What the role is] The Service Assurance Department (SASD) ensures quality, consistent and citizen-centric delivery of operations and services through assurance checks and audits into front-facing processes, and investigations into serious complaints. Specifically, the career opportunity resides in the Complaints Investigation Branch (CIB) which conducts...

  • Business Risk Specialist

    13 hours ago

    Singapore Bank of Singapore Full time

    Business Risk Specialist - Complaint Handling (AVP) At Bank of Singapore, we are constantly on the lookout for exceptional individuals to join our team. We promote a culture of openness, teamwork and fairness. Most importantly, we invest in our people through our programmes that develop them on both professional and personal levels. Besides attractive...

  • Partner Success Analyst

    5 days ago

    Singapore LMAX Group Full time

    Description: Partner Success Analyst will provide client support across all client groups whilst working collaboratively with the business. The role is very varied and exploits different skillsets, including front and back-office responsibilities. Main Duties & Responsibilities: Being the first point of contact for LMAX Global and Digital clients and...

  • Officer, Markets Support Analyst

    5 days ago

    Singapore Bank of America Full time

    Officer, Markets Support Analyst (APAC ETD, Clearing), Global Markets Operations Join to apply for the Officer, Markets Support Analyst (APAC ETD, Clearing), Global Markets Operations role

  • Compliance Analyst

    2 weeks ago

    Singapore Kaplan Higher Education Academy Pte Ltd Full time

    COMPANY DESCRIPTION Kaplan is one of the world’s largest and most diverse education providers with over one million students globally. Headquartered in US, Kaplan is part of Graham Holdings (formerly The Washington Post Company) and is its largest subsidiary. Kaplan in Singapore has students from over 35 countries and regions. As a Lifelong Integrated...