Assessment & Design Intermediate Analyst - C11 - SINGAPORE

The analyst is accountable for management of complex/critical/large professional disciplinary areas.The Wealth Control team fosters a culture of control and customer centricity and accountability by leading efforts to identify, anticipate and mitigate regulatory, reputational, and operational risks.

This role is primarily responsible for supporting the business in the investigation and handling of investment and insurance sales related complaints.

You will collaborate with internal and external stakeholders in performing complaints investigation, determining whether complaint allegations to be refuted or upheld, assist with client/regulatory updates on complaints, recommending corrective actions where necessary, prepare and present complaints updates at appropriate forums.

As a First Line of Defense, you will need to build trusted relationships with key stakeholders including Complaints Management Team, Frontline staff, process owners, control colleagues as well as Second and Third Line partners.

Responsibilities: 

• Investigate investment and insurance advisory and service complaints, including FIDREC and MAS escalated complaints and tracked for proper closure within stipulated timeline.
• Review relevant sales documentations, transaction and call contact records, and conduct interviews with client and advisor as part of investigation, to check if sales advisors adhere to the bank’s sales process and determine root cause of concerns.
• Track timeliness of logging, update and closure of complaints logs, ensure quality of disposition in the investigation results and prepare management and regional reporting of investment and insurance complaints and statistics for trend analysis.
• Maintain proper documentation and records for each complaint handled with the Sales Complaint Investigation Report form and track for compliance with established Complaint handling procedures.
• Conduct regular review of complaint handling process for effective management of sales complaints handling and update sales complaint handling procedure.
• Identify process control gaps and champion change management initiatives including sending out process reminder emails and process refinement to reduce potential repeat of similar complaints in future.
• Review substantiated complaint cases for preparation of business disciplinary committee review on staff action to be taken or any regulatory mis-conduct reporting to be made. Prepare case report for Complaints Sales Practice Review.
• Prepare all monthly complaint reporting and quarterly self-assessment on timeliness and quality of complaint handling.
• Prepare semi-annual MAS Complaint handling reporting.

Qualifications:

• 3-5 years of relevant experience with strong analytical and project management skills
• Understanding of Retail/Wealth Management/Insurance products
• Experience in Investment or Insurance Sales process, risk & control or complaints handling will be an advantage.
• Excellent presentation and communication skills in English, both oral and written, with the ability to articulate and present complaints investigation findings and conclusions to stakeholders effectively and concisely. 
• Solid organizational skills including attention to detail and multi-tasking skills
• Strong working knowledge of Microsoft Office
• Ability to organize and prioritize multiple deliverables while working with minimal supervision in a large, global corporate environment
• Resourceful, meticulous and detail oriented
• Ability to work independently, interface and execute with a sense of urgency and to deliver on tasks effectively and efficiently within timelines
• Able to work with different stakeholders with strong communications and confidently.

Education: 

Bachelor's/University degree or equivalent experience

------------------------------------------------------

Job Family Group:

------------------------------------------------------

Job Family:

------------------------------------------------------

Time Type:

------------------------------------------------------

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.