Complaints Analyst Officer
7 days ago
**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
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