Assistant Vice President, Complaint Management Senior Analyst

4 days ago

Hong Kong, Hong Kong SAR China Citi 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 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 Assistant Vice President, Complaint Management Senior Analyst - Hybrid (Internal Job Title: Complaint Management Senior Analyst - C12) based in Hong Kong. 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:

  • Conduct investigation and handle complaints, from beginning to end, received and considered a complaint by the Firm in accordance with rules and internal procedures.
  • Investigate and assess 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.
  • Prepare a detailed written response letter to the customer based on the investigation findings and discuss it with the designated principal for approval.
  • Think strategically, helping make decisions that may impact our clients and business.
  • Explain and/or provide findings and conclusions of investigation when appropriate.
  • Assess whether the complaint should uphold, and what redress and/or remedy may be appropriate.
  • Take into account regulatory aspects, rules and guidance, good industry practice and published business procedures/policies.
  • Escalate issues as appropriate, and identify any possible trend.
  • Work with Senior Management on sensitive matters when applicable.
  • 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.


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

  • 5-8 years of experience
  • Knowledge of retail brokerage procedures a plus.
  • Advanced knowledge in MS Office, NetX360,
  • Excellent verbal and written communication skills
  • Demonstrated multi-tasking ability, analytical skills, problem solving skills, ability to regularly deal with a variety of people on a wide range of issues, and a consistent record of on time delivery.
  • Must be able to work effectively and develop working relationships with other businesses
  • Understanding of regulatory regime and internal procedures which govern our dealings with our customers. Ability to work under pressure with attention to quality and detail. Ability to make judgments on incomplete or often contradictory evidence.
  • 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.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei
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Job Family Group:
Marketing
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Job Family:
Customer Experience
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Time Type:
Full time
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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.

Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .

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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