The Complaints Mgt Int Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.
Responsibilities:
Manage end-to-end complaints handling — from intake and logging through to full closure, ensuring all procedural steps and client communications are completed accurately and within prescribed timelines.
Conduct thorough complaint analysis — assess root causes, evaluate resolution accuracy, and maintain comprehensive evidence documentation in line with regulatory and internal standards.
Perform call listening and review of client interactions to assess quality, identify service delivery gaps, and ensure adherence to complaints handling protocols.
Engage proactively with internal and external stakeholders — including front office, operations teams, and senior management — to facilitate timely and effective complaint resolution.
Perform quality assessments on complaint resolutions and identify emerging trends and risks across business areas.
Share best practices across markets and proactively identify potential issues before they arise, implementing preventive measures to mitigate recurrence.
Leverage AI-powered tools such as Stylus and Microsoft Copilot to enhance productivity, streamline complaints analysis, and support the generation of insights — while exercising sound judgement in the application and review of AI-assisted outputs.
Willingness and flexibility to work US shift hours as required by the business, manage ad-hoc assignments alongside day-to-day responsibilities, and work independently within a collaborative team environment.
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. The investigation process may require review of customer’s account activity and Listening to recorded calls and interviews.
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.
Stays abreast of account regulatory aspects, rules and guidance, good industry practice and published business procedures/policies.
Escalates issues as appropriate, and identify any possible trend.
Uses discretion when informed on sensitive matters when applicable.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
7-12 years of experience in service delivery and operations
Familiarity to the Complaints framework and the governance flow
Identify emerging trends/risks in underlying business practices across business areas
Education:
Bachelors/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.
Skills:
Strong strategic and analytical skills that are sharply Client focused
Ability to interact professionally with diverse groups, executives, managers, and subject matter experts.
Have excellent critical thinking, communication (written and oral) and interpersonal skills to manage expectations of senior business stakeholders . Pragmatic problem-solver, forward thinker with independence of thought
Demonstrate necessary maturity to deal with senior management, engage peers and effectively manage, influence and guide colleagues
Demonstrate capability to synthesize, prioritize and drive results with a strong sense of urgency
Competencies:
Results oriented, assertive, innovative and resourceful
Attention to detail
Ability to work in fast-paced environments, multitask and respond in short timeframes
Creative approach while dealing with ambiguity with the ability to anticipate challenges and develop innovative
Willingness and flexibility to work in US shift hours
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Job Family Group:
Marketing
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Job Family:
Customer Experience
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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