Senior Consumer Protection Specialist

2 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China Citi Full time
Citi's Commitment to Excellence

At Citi, we're dedicated to delivering exceptional customer experiences and driving business growth through innovative solutions. As a key member of our team, you'll play a vital role in shaping our customer-centric culture and ensuring regulatory compliance.

About the Role

We're seeking a highly skilled and experienced professional to join our Complaint Management team as a Senior Consumer Protection Specialist. In this role, you'll be responsible for monitoring and maintaining our regulatory consumer protection systems, establishing and enhancing internal policies and procedures, and driving staff recognition programs to promote a customer-centric culture.

Key Responsibilities

* Monitor and maintain regulatory consumer protection systems daily
* Establish and enhance internal consumer protection policies and procedures
* 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 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
* Provide support on cultural or regional-driven initiatives when required
* Review post-sales communication to ensure relevance of communication materials, including adherence to Citi branding guidelines, including logo, format, and language

Requirements

* At least 5 years of relevant experience working in customer service, marketing, legal, compliance, or related fields
* Bachelor's/University degree or equivalent experience

About Citi

Citi is an equal opportunity and affirmative action employer. We're committed to creating a diverse and inclusive work environment that fosters growth, innovation, and excellence. If you're passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity.

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