Job Description
Brief Description of the Organization
Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, and wealth management. Additional information may be found at www.citigroup.com or www.citi.com.
Description
Job Purpose:
To work
within the Complaints team, undertaking a range of activities to
compliment the overall process to ensure regulatory requirements are
maintained at all times. This will include acknowledging all complaints
and ensuring timelines and service levels are adhered to. A key part of
this role will be to produce MI to support a complaints dashboard which
will then feed into a monthly analysis.
Job Background/context:
The
Complaint oversight team sits within the Wrap Department in Operations
and Technology. The team is responsible for acknowledging all complaints
and the allocating and monitoring of the timelines through to
completion in line with regulatory requirements. The team is also
responsible for the quality assurance of all final responses and the
preparation of MI, including the bi annual FCA return.
This team
works closely with the following teams within the department: Trading
and Settlements, Servicing, Distributions and Stock Reconciliations and
Finance. The role holder will report directly to the complaints
supervisor.
Key Responsibilities:
• Ensure all client deliverables and targets are met and ensure communication with the client is effective
• Raising and responding to client queries/issues in a timely manner
• Prepare team MI and report to supervisor for open discussions to ensure ongoing learning and continuous improvement.
• Develop and maintain positive and constructive working relationships with other teams within Wrap Operations and various internal Citi stakeholders
• Report to supervisor any suspected transactional issues, failures or potential losses
• Ensure the timely event reporting of breaches and incidents and work with supervisor to identify preventative measures when issues arise
• Ensure quality in the implementation of system and process improvements within the team
• Demonstrate a level of ownership through to successful completion of task/query
• Apply and drive forward lean methodology to ensure continuous process improvement
• Attend brown bag sessions to increase company awareness and enhance overall knowledge
• Support Citi initiatives such as VOE and all operation committees
• Raising and responding to client queries/issues in a timely manner
• Prepare team MI and report to supervisor for open discussions to ensure ongoing learning and continuous improvement.
• Develop and maintain positive and constructive working relationships with other teams within Wrap Operations and various internal Citi stakeholders
• Report to supervisor any suspected transactional issues, failures or potential losses
• Ensure the timely event reporting of breaches and incidents and work with supervisor to identify preventative measures when issues arise
• Ensure quality in the implementation of system and process improvements within the team
• Demonstrate a level of ownership through to successful completion of task/query
• Apply and drive forward lean methodology to ensure continuous process improvement
• Attend brown bag sessions to increase company awareness and enhance overall knowledge
• Support Citi initiatives such as VOE and all operation committees
Development Value:
• High visibility role with exposure to people across the department
• Opportunity to work in a dynamic and growing business with significant potential for future growth
• Develop an understanding of wider internal Wrap Departments and functions and the interfaces with the market and our clients
• Opportunity to increase analytical and numerical skills
• Assist in identifying solutions to problems that arise in a developing environment
• Opportunity to work in a dynamic and growing business with significant potential for future growth
• Develop an understanding of wider internal Wrap Departments and functions and the interfaces with the market and our clients
• Opportunity to increase analytical and numerical skills
• Assist in identifying solutions to problems that arise in a developing environment
Qualifications
Knowledge/Experience:
• Previous experience in Financial services
• Understanding the regulatory requirements specific to complaints handling
• Understanding of Wrap products
• Understanding the regulatory requirements specific to complaints handling
• Understanding of Wrap products
Skills:• Proficient with Microsoft office suite
• Excellent problem solving skills
• Excellent oral and written communication skills
• Ability to establish credibility at all levels within the organisation and with clients
• Strong client focus with successful experience in delivering client satisfaction
• Strong problem solving skills
• Adaptability and ability to deal with change effectively and positively
• Display a can do attitude
• Analytical and trend analysis capabilities
• Integrity and professionalism
• Numerate
• Excellent problem solving skills
• Excellent oral and written communication skills
• Ability to establish credibility at all levels within the organisation and with clients
• Strong client focus with successful experience in delivering client satisfaction
• Strong problem solving skills
• Adaptability and ability to deal with change effectively and positively
• Display a can do attitude
• Analytical and trend analysis capabilities
• Integrity and professionalism
• Numerate
Qualifications:
• Educated to higher level qualification
• Industry experience within Financial Services
• Direct skills, knowledge and experience of a Wrap operational environment
• Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
• Industry experience within Financial Services
• Direct skills, knowledge and experience of a Wrap operational environment
• Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
Competencies:
• Contribute to standards around which others will operate
• Have an in-depth understanding of how areas collectively integrate within the sub-function
• Have good attention to detail with high levels of accuracy
• Have the ability to work to deadlines and meet daily processing schedules
• Have strong planning and scheduling skills
• Have effective time management skills & organisation skills
• Have the ability to work independently with minimal supervision
• Have the ability to make decisions quickly and with authority within their realm of responsibility
• Have the ability to adhere to established procedures but also to think proactively and to communicate suggested procedural changes
• Have the ability to work in a changing environment and demonstrate flexibility
• Have the ability to deputise for the supervisor
• Have an in-depth understanding of how areas collectively integrate within the sub-function
• Have good attention to detail with high levels of accuracy
• Have the ability to work to deadlines and meet daily processing schedules
• Have strong planning and scheduling skills
• Have effective time management skills & organisation skills
• Have the ability to work independently with minimal supervision
• Have the ability to make decisions quickly and with authority within their realm of responsibility
• Have the ability to adhere to established procedures but also to think proactively and to communicate suggested procedural changes
• Have the ability to work in a changing environment and demonstrate flexibility
• Have the ability to deputise for the supervisor
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