Senior Complaint Resolution Professional

2 days ago

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

Citi is a leading global bank that has been connecting millions of people across hundreds of cities and countries for over 200 years. 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 face the world's toughest challenges.

We bring together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices. Our strategies help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow.

Job Description

We are currently looking for a high-caliber professional to join our team as Senior Complaint Resolution Professional - Hybrid (Internal Job Title: Complaint Management Senior Analyst - C12) based in Hong Kong. As part of our team, you will be empowered to make healthy decisions and manage your financial well-being to help plan for your future.

  • Citi provides programs and services for your physical and mental well-being, including access to telehealth options, health advocates, confidential counseling, and more.
  • We believe all parents deserve time to adjust to parenthood and bond with their newest family members. That's why we began rolling out our expanded Paid Parental Leave Policy in early 2020.
  • We empower our employees to manage their financial well-being and help them plan for the future.
  • Citi offers an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
  • We have various programs that help employees balance their work and life, including generous paid time off packages.
  • We offer our employees resources and tools to volunteer in the communities where they live and work.
Responsibilities

In this role, you are expected to:

  • Conduct investigations and handle complaints from beginning to end, obtained and considered a complaint by the Firm in accordance with rules and internal procedures.
  • Investigate and assess complaint allegations competently, diligently, impartially, fairly, consistently, and promptly, obtaining relevant additional information where necessary.
  • Prepare detailed written responses to customers based on investigation findings and discuss them with designated principals for approval.
  • Think strategically, helping make decisions that may impact our clients and business.
  • Explain and/or provide findings and conclusions of investigation when appropriate.
  • Assess whether complaints should be upheld and what redress and/or remedy may be appropriate.
  • Take into account regulatory aspects, rules, and guidance, good industry practice, and published business procedures/policies.
  • Evaluate issues as necessary and identify any possible trends.
  • Collaborate with Senior Management on sensitive matters when applicable.
  • Properly assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.
Requirements

To be successful in this role, you would ideally have the following skills and exposure:

  • 5-8 years of experience.
  • Knowledge of retail brokerage procedures is a plus.
  • Advanced knowledge in MS Office, 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.
  • Able to work effectively and develop working relationships with other businesses.
  • Understanding of regulatory regimes and internal procedures governing our dealings with customers.
  • Able to work under pressure with attention to quality and detail. Ability to make judgments on incomplete or often contradictory evidence.
  • Bachelor's/University degree or equivalent experience.

  • Complaint Management Resolution Specialist

    5 days ago

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

    About CitiCiti 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...

  • Commercial Property Management Professional Wanted

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hang Lung Properties Full time

    Company OverviewHang Lung Properties Limited, a leading real estate developer in Hong Kong and mainland China, boasts a diversified portfolio of investment properties. We have progressively branched out into the Mainland since the 1990s, building, owning, and managing world-class commercial complexes that have earned international acclaim for their...

  • IT Desktop Support Engineer for Asset Management Firm

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Tangspac Full time

    At Tangspac, we're seeking a seasoned IT professional to join our team in Singapore as a Senior Trade Floor / Desktop Support Engineer. About the RoleThis is an exciting opportunity to support the business growth of our client, a reputable asset management firm. As a key member of the team, you'll be responsible for delivering exceptional end-user experience...

  • Customer Service Professional with MTR Experience

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Mass Transit Railway Full time

    Job DescriptionThe Mass Transit Railway is seeking a skilled Customer Service Professional to join our team as a Senior Customer Care Representative. This role requires excellent interpersonal and communication skills, with a strong command of written and spoken English, Chinese, and Putonghua.ResponsibilitiesProvide exceptional customer service through the...

  • Senior Culinary Professional

    15 hours ago

    Hong Kong, Central and Western District, Hong Kong SAR China Miramar Group Full time

    Culinary Excellence at Miramar GroupWe are seeking a Senior Culinary Professional to join our team at The Mira Hong Kong.

  • Lead Banking Professional

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    Job SummaryWe are seeking a highly skilled and experienced Lead Banking Professional to join our team at Bank of China (Hong Kong) Limited. As a key member of our contact centre, you will be responsible for handling enquiries related to insurance policy operations, including underwriting, policy administration, and claims.About the RoleIn this role, you...

  • Collections Portfolio Management Professional

    5 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hang Seng Bank Limited Full time

    Hang Seng Bank Limited Job DescriptionAbout Us: Hang Seng is committed to service excellence and attracting high-calibre talent.About the Role: We seek a professional to join our department as Assistant Collections Manager. The successful candidate will lead a team of staff to manage delinquent accounts, perform account maintenance and provide administration...

  • Maintenance Professional

    5 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hitachi Rail Full time

    About Hitachi RailWe are a global leader in the railway industry, driving innovation and sustainability through cutting-edge technology and digital transformation. Our team is passionate about creating a better future for our customers and the communities we serve.Our VisionTo be the leading provider of innovative railway solutions, enhancing the safety,...

  • Dynamic Banking Services Professional

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    **Job Overview**The Bank of China (Hong Kong) Limited seeks a highly skilled Deputy/Assistant Personal Banking Manager to join our team. As a key member of our retail banking division, you will play a critical role in delivering exceptional customer service and driving business growth.**Responsibilities**Customer Service ExcellenceWe are looking for someone...

  • IT Support Specialist

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China Unity Partners Full time

    Job DescriptionThe Service Desk Analyst role entails providing essential support for resolving basic incidents and handling requests directed to the regional service desk.Key Responsibilities:Primary Point of Contact: Serve as the primary point of contact for internal staff, offering assistance through phone calls, emails, live chat, and self-service tickets...

  • Banking Professional

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    At Bank of China (Hong Kong) Limited, we are seeking a highly motivated Banking Professional to join our team in the Contact Centre and Personal Loan department. This exciting opportunity will allow you to utilize your excellent communication skills and sales expertise to deliver quality services and drive business growth.About the RoleThis role is...

  • Senior Audit Professional

    22 hours ago

    Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    **Job Description**As a key member of the Bank Of China (Hong Kong) Limited team, you will play a pivotal role in ensuring the accuracy and reliability of our financial reporting. This is an exciting opportunity to leverage your expertise in audit management and risk assessment to drive business growth and enhance organizational efficiency.**Key...

  • Senior Luxury Retail Strategist

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China aimHigher Consultancy Limited Full time

    Job SummaryAimHigher Consultancy Limited seeks a Senior Luxury Retail Strategist to drive sales growth and enhance profitability across assigned retail locations. The ideal candidate will have a proven track record of leading high-performing teams, developing strategic plans, and delivering exceptional customer experiences.About the RoleDevelop and execute...

  • Senior Talent Acquisition Professional

    3 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Avature Full time

    We are a leading technology company driven by innovation and a passion for delivering Smarter Technology for All. Our mission is to empower our customers to achieve more through cutting-edge solutions, exceptional service, and a commitment to excellence.Lenovo PCCW Solutions (LPS) is a pioneering IT and technology solutions provider in the Asia Pacific...

  • Results-Driven Sales Professional

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China E-job agency limited Full time

    Company OverviewE-Job Agency Limited is a leading global employment agency that connects talented professionals with top companies.">Job SummaryWe are seeking an experienced Freight Forwarding and Logistics Leader to join our team in Japan. As a key member of our sales department, you will be responsible for exploring new business opportunities, building...

  • Senior Building Services Professional

    4 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hongkong Land Limited Full time

    Job Overview: Hongkong Land Limited is seeking a highly skilled and experienced Senior Building Services Professional to join our team. This role will play a critical part in ensuring the smooth operation and maintenance of our commercial building services.Key Responsibilities:Lead Operations and Maintenance: Oversee and standardize operation and maintenance...

  • Senior Property Manager for Residential Estates

    1 week ago

    Hong Kong, Central and Western District, Hong Kong SAR China Mass Transit Railway Full time

    Company OverviewMass Transit Railway is a leading transportation provider in Hong Kong, dedicated to delivering efficient and reliable services. Our team is committed to maintaining the highest standards of property management, ensuring that our residential estates meet the expectations of our residents.Job DescriptionAs a Senior Property Manager for...

  • Senior Accounting Professional

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China EG Asset Limited Full time

    About EG Asset LimitedWe are a leading investment management firm dedicated to providing exceptional services to our clients.Job SummaryEG Asset Limited is seeking a highly skilled and experienced Senior Accountant to join our team. The ideal candidate will have a strong background in accounting, excellent analytical skills, and the ability to work...

  • Senior Audit Professional with Private Equity and Asset Management Expertise

    4 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China KPMG Full time

    About the RoleWe are seeking a Senior Audit Professional to join our team, specializing in private equity and asset management. As a key member of our audit team, you will be responsible for delivering high-quality audit services to our clients in these sectors.

  • Senior Investment Banking Professional

    4 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China ICBC International Holdings Limited Full time

    Job DescriptionWe are seeking a highly skilled and experienced Senior Investment Banking Professional to join our team as an Equity Sales Vice President.Company OverviewICBC International Holdings Limited is a leading global investment bank with a strong presence in the Asia-Pacific region. We provide a wide range of financial services to our clients,...