Citi Hiring for Ops Analyst – Complaints Job at Dubai Full Time

Job purpose :

• To work as a Complaint’s Specialist involves resolving customer complaints and feedback management and resolution, achieving KPI’s whilst meeting our internal and external regulatory obligations.

• Co-ordination is required with all Citi Internal and external stakeholders and senior management . Other key relationships include, Citi Operations, Legal and Compliance Departments

Job Background/context:

• The business is focused on servicing its existing customer base as part of Citi’s strategy.

• The Complaints team are responsible for handling customer escalated complaints received by any channel and for facilitating feedback to the business as necessary.

• This role requires demonstrable Complaints experience in an often fast paced Call Centre/Customer Service environment, and experience of working within the financial services sector is highly beneficial.

Key Responsibilities:

• Complaints specialist working across multiple products effectively and timely resolving customer complaints for markets as appropriate
• Effectively and professionally resolving complaints on a first contact resolution basis, reducing the need for further contact by the Customer as their complaint has been fully addressed, as appropriate.
• Proactively identifies any customer experience deterrents and offers appropriate redress to compensate for any distress and inconvenience, whilst protecting the core values and integrity of CITI.
• Ensure and maintain a high level of Customer Service is achieved at all times.
• Ensure ownership for Customer issues is taken and acknowledging how to escalate with respect and discretion towards the client.
• Effective and timely resolution of complaints and in support of reduced re-opens, repeat complaints and escalations to the regulator
• Resolving complaints in adherence with Industry Regulations, Internal business practices and TCF (Treating Customers Fairly) principles.
• Identifying any trends, issues or risks to the business and escalate to the Complaints Management Team, as appropriate.
• Take responsibility for the delivery of own KPI’s to drive activity in focusing on meeting business requirements, SLA’s and KPI’s.
• Ensure that agreed performance standards are met.
• Operationalise changing policies, procedures and processes in an often fast-paced Complaints environment. Also actively participate in the continuous improvement of such policies, procedures and processes in support of effective complaints handling.
• Maintain a strong regulatory focus at all times and ensure that any issues are escalated accordingly to Complaints Management Team.
• To support an environment which encourages teamwork, motivation, engagement and commitment to treating customers fairly
• To take responsibility of own continuous personal development in order to fulfil the accountabilities of the role and actively support Citi’s vision.
• Work collaboratively with other team members in support of first contact resolution and quality complaint handling.
• Keep up-date and adhere to company policies and procedures.
• Any other reasonable duties and responsibilities commensurate with the level and grading of the role.

Required Knowledge/Experience:

• Minimum of 5-8 years of banking experience or exceptional candidates will only be considered for this role.
• Demonstrate the ability to provide an impartial and fair investigation into issues raised by the client. Demonstrate excellent written and oral communication skills.
• Understanding of the Complaint handing regulatory requirements
• A self-starter who can show they have worked well on their own and as part of a team, demonstrating a real drive and ability to innovate and deliver creative conflict resolution.
• Demonstrate excellent written English Skills.
• Effective problem solving skills and attention to detail is essential.

• Demonstrable and effective Complaints Handling experience is essential.

Education:

• Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

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