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NAM Markets Customer Complaint Management Coordinator

Job Req ID 21329692 Primary Location Tampa, Florida Job Category Business Strategy, Management & Administration
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A complaint is any oral or written communication (including electronic communication) alleging a dissatisfaction, grievance, criticism, or concern regarding Citi’s provision of any service or product from a client, a client’s authorized representative, or a prospective client.  

A client may contact the sales and trading desk (the “Desk”) by any means , to discuss a matter relating to the client’s activities or relationship with the Firm.  Since the determination of what constitutes a complaint is often fact and product (e.g. CFTC swaps) specific, the Desk must include the Desk supervisor of any negative comments in relation to a service or product from a client. 

The Desk and Desk supervisor will review the negative comments to determine whether they constitute a complaint.  If the communication is deemed to be a complaint, the complaint will be escalated to CMF.  The CMF will coordinate the acknowledgement, investigation and communication of actions taken related to the complaint, in liaison with the designated Markets Chief Administration Officer (“CAO”), ICRM, Legal and other relevant stakeholders. 

If there is doubt to whether the negative comments constitute a complaint, the Desk and Desk supervisor will escalate to the CMF who will liaise with the designated Markets CAO, ICRM and Legal to review and decide whether the communication is a complaint. The decision will be recorded and communicated to all relevant stakeholders. 

The CMF is an appointed person, or collection of persons, who have sufficient independence to assist in the coordination with the appropriate function to assess the complaint.

The CMF is responsible for the coordination of the following activities being completed and recorded, however the CMF will not own the management of client relationships and resolution:

  • Liaising with CAO, ICRM and Legal to determine if a communication constitutes a complaint, in situations where the Desk and Desk supervisor are in doubt.
  • Investigating and assessing the complaint independently, fairly and with due regard to potential conflicts of interest that may arise.  
  • Communication with the Complainant, including acknowledging the complaint and communicating the outcome [ should this be the case? should that not always be the desk per the instruction of CMF? especially in light of what you mention above “not own management of client relationship”];
  • Notifying and liaising with the relevant ICRM officer(s), support functions (e.g. Legal) and business stakeholders.


Qualifications:

  • 3-5 years of relevant Markets experience
  • Excellent communication skills
  • Advanced Excel expertise including demonstrated capabilities with pivot tables, VLOOKUP’s, and formulas
  • Consistently demonstrates clear and concise written and verbal communication skills
  • Experience interacting with senior business management


Education:

  • Bachelor’s Degree/University degree or equivalent experience


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Job Family Group:

Business Strategy, Management & Administration

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Job Family:

Business Administration

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Time Type:

Full time

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