Senior Complaint Management Analyst
2 weeks ago
Citi is seeking a highly skilled and experienced Senior Complaint Management Analyst to join our team. As a key member of our customer experience team, you will be responsible for monitoring and maintaining regulatory consumer protection systems, establishing and enhancing internal consumer protection policies and procedures, and overseeing the implementation of monthly consumer protection meetings.
Key Responsibilities- Monitor and maintain regulatory consumer protection systems daily
- Establish and enhance internal consumer protection policies and procedures subject to new regulations
- Oversee the implementation of monthly consumer protection meetings
- Drive and implement staff recognition programs to promote customer-centric culture
- Produce communication contents to promote culture, customer-centric behavior, and up-to-date digital development
- Drive huddle activities across various departments to instill company values
- Assist in call monitoring and reporting to support Net Promoter Score (NPS) bottom-up fieldwork
- Track NPS bottom-up performance movement, analyze, and identify actionable insights and provide timely regular updates for performance improvement
- Assist in quality assurance and results monitoring in support of Net Promoter Score top-down fieldwork operations, including fieldwork witnessing, quality assurance, result monitoring, and related tasks
- Provide support on cultural or regional-driven initiatives when required
- Review post-sales communication to ensure relevance of the communication materials, including adherence to Citi branding guidelines, including logo, format, and language
- 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
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. Citi is committed to diversity and inclusion and is an affirmative action employer. We welcome applications from diverse candidates and are committed to creating an inclusive environment for all employees.
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