Complaint Management Resolution Specialist
5 days ago
Citi is a global bank with a rich history of over 200 years, serving millions of people across hundreds of cities and countries. Our unparalleled global network enables us to provide a wide range of financial services and products to our clients, helping them meet their biggest opportunities and challenges.
We prioritize the well-being of our clients, providing them with liquidity management solutions, foreign currency transactions, and expense management tools. Our team works diligently to ensure that our clients receive the best possible service, leveraging our global network to facilitate seamless banking experiences.
At Citi, we believe in empowering our employees to grow their careers and make a real impact. We offer comprehensive benefits, including programs for physical and mental well-being, access to learning and development resources, and generous paid time off packages.
Job DescriptionThe Complaint Management Intermediate Analyst will support investigations and handle complaints from beginning to end, ensuring compliance with internal procedures and rules. This role requires analytical thinking, attention to detail, and effective communication skills to prepare draft communications for leadership on complaint outcomes.
The ideal candidate will have 2-5 years of experience in operations, customer service, or customer experience roles, preferably with data gathering and investigation skills. A bachelor's degree or equivalent experience is required.
Responsibilities:- Supports the conduct of investigations and handles complaints from beginning to end, received and considered a complaint by the Firm in accordance with rules and internal procedures.
- Supports investigations and assesses the complaint allegations competently, diligently, impartially, fairly, consistently, and promptly, obtaining relevant additional information where necessary.
- Prepares draft communications for leadership to inform on complaints outcome.
- Thinks analytically to help leadership make the right decisions regarding complaints Management and outcomes.
- Explain and/or provide findings and conclusions of investigation when appropriate.
- Works with leadership to recommend whether the complaint should uphold, and what redress and/or remedy may be appropriate.
- 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
We offer a comprehensive range of benefits to support your physical and mental well-being, career growth, and work-life balance. These include access to telehealth options, health advocates, confidential counseling, and more. Coverage varies by country.
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