Officer, Complaint Management Analyst

1 month 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 serving clients across the world. With a presence in over 200 countries, we provide a wide range of financial services and products to individuals, corporations, governments, and institutions.

Job Summary

We are seeking a highly skilled Officer, Complaint Management Intermediate Analyst to join our team in Hong Kong. In this role, you will be responsible for supporting the conduct of investigations and handling complaints in accordance with our internal procedures.

Key Responsibilities
  • Support the investigation process, gathering relevant information and conducting interviews as needed.
  • Assess complaint allegations competently, diligently, impartially, fairly, consistently, and promptly.
  • Prepare draft communications for leadership to inform on complaints outcomes.
  • Think analytically to help leadership make informed decisions regarding complaints management and outcomes.
  • Explain and/or provide findings and conclusions of investigations when appropriate.
  • Work with leadership to recommend whether the complaint should be upheld and what redress and/or remedy may be appropriate.
Requirements
  • 2-5 years of experience in an operations, customer service, or customer experience role, preferably gathering data and conducting investigations.
  • Bachelor's/University degree or equivalent experience.
About the Role

This is a full-time position based in Hong Kong. As a successful candidate, you will have the opportunity to grow your career, give back to your community, and make a real impact at Citi.

Citi is an equal opportunity and affirmative action employer. We are committed to diversity and inclusion in the workplace.



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