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Career Opportunity

Customer Relations Case Officer

Locations: Sydney, New South Wales Job Function: Marketing Employee Status: Regular Job ID: 20157876

This is a key customer facing role with interaction to external complaint authorities, these include but are not limited to Australian Financial Complaints Authority (AFCA), Office of the Australian Information Commissioner (OAIC), Human Rights Commission (HRC) and various tribunals. The role will support all lines of business and Partner interaction may be required.

The main objective of this role is to respond and resolve L2 and L3 disputes raised to Citi directly by the customer or from an external body. In a timely and fair manner and create excellent customer relationships during the process and beyond.

As a Customer Relations Case Manager, you will provide our customers, partners and external complaint authorities with a contact point to a skilled, knowledgeable case manager who has the authority and delegation to act on behalf of the customers. Work together with the relevant business units to have the matter investigated and resolved in a timely, fair and equitable manner.

Customer Relations Operational Accountabilities

  • Responsible for the acceptance, investigation, and timely resolution of complex complaints
  • Ensure all telephone calls/emails and correspondence received are answered or responded to in a timely manner  and all customer contact is recorded in the appropriate systems
  • Ensure all departmental Service level agreements are met
  • Work effectively with the relevant business units and External Complaint Authorities to obtain required account information for the resolution of a case within agreed SLA time frames
  • Responsible for identifying, analysing and reporting on serious/possible systemic issues
  • Identify and report possible preventable complaints
  • Undertake any other task assigned by the Operations Manager when assistance is necessary

Customer & Relationship Engagement Accountabilities

  • Develop empathy and rapport with customers and set and meet customer expectations during the resolution of problems and complaints and promote Citi Brand and Values in all interactions
  • Actively participate in conciliation calls with AFCA
  • Build relationships within business units
  • Manage and minimise potential escalation of complaints to the media avoiding litigation
  • Participate in improvement initiatives and  make pro-active constructive improvement recommendations

Qualification's & Experience Required

  • Experience in Dispute Resolution (within a Banking and Finance environment) is desirable
  • Knowledge of external dispute resolution schemes (AFCA/OAIC/ASIC/Fair Trading, etc)
  • Strong customer orientation along with customer advocacy skills and ability to problem solve
  • Excellent time management, business writing and communication skills
  • Attention to detail
  • Strong negotiation skills
  • Ability to develop and deepen stakeholder relationships
  • Ability to make independent, impartial and fair decisions in dispute matters
  • Ability to self-manage
  • Proven mediation skills and the ability to stay calm and constructive under pressure

When you work at Citi, you will be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and use the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi Australia is an Employer of Choice for Women and supports a flexible work environment.

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


Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - AU


Time Type :Full time


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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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