Senior Complaint Resolution Analyst

3 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Citi Full time
About Citi

Citi is a global bank with a rich history of over 200 years. We provide a wide range of financial services and products to our clients, helping them meet their biggest opportunities and challenges. Our global network enables us to connect millions of people across hundreds of cities and countries every day.

Job Summary

We are seeking a high-caliber professional to join our team as a Complaint Management Senior Analyst. In this role, you will be responsible for conducting investigations and handling complaints, from beginning to end, received and considered by the Firm in accordance with rules and internal procedures.

Key Responsibilities
  • Conduct thorough investigations and assess complaint allegations competently, diligently, impartially, fairly, consistently, and promptly.
  • Prepare detailed written responses to customers based on investigation findings and discuss them with designated principals for approval.
  • Think strategically and make decisions that may impact our clients and business.
  • Explain and/or provide findings and conclusions of investigations when appropriate.
  • Assess whether complaints should be upheld and what redress and/or remedy may be appropriate.
Requirements
  • 5-8 years of experience in a related field.
  • Advanced knowledge of MS Office and 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.
  • Ability to work effectively and develop working relationships with other businesses.
  • Understanding of regulatory regimes and internal procedures that govern our dealings with customers.
About Working at Citi

Citi is an equal opportunity and affirmative action employer. We believe in diversity and inclusion and are committed to creating a workplace that is welcoming and inclusive for all employees. We offer a range of benefits and programs to support our employees' well-being and career development.

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