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Complaint Management Analyst

Job description

Company:
Our client is a reputable Investment Bank with a collaborative culture.
The Role:
They are actively seeking a Complaint Management Analyst for a 6-month contract to support their Wealth Operations.
Key Responsibilities:
  • Serve as the primary contact for complex complaints, with authority to investigate and resolve cases directly
  • Deliver fair, timely resolutions while building empathy and protecting Citi's brand reputation
  • Manage all customer communications (calls/emails) promptly and document interactions in tracking systems
  • Meet all departmental Service Level Agreements (SLAs) for response and resolution times
  • Collaborate with business units to gather information needed for case resolution
  • Identify and report systemic issues; participate in process improvement projects
  • Prevent escalation by managing cases effectively to avoid media or legal action
  • Flag preventable complaints and support coaching opportunities
  • Ensure compliance with laws, regulations, and internal policies while assessing risk
  • Maintain ethical standards and transparently report control issues
Essential Experience and Skills:
Proven experience in Customer Service, preferably in industries with a call centre
Complaint handling experience is highly regarded
Strong communication skills (verbal and written) in Chinese and English
Self motivated, able to work under pressure, good problem solving skills