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
