Officer, Complaint Management Intermediate Analyst
Citigroup · Hong Kong
Citi is looking for a Complaint Management Analyst to join its Wealth division, playing a key role in managing and resolving complex client complaints — including Level 2 escalations and regulator-initiated cases — from initial investigation through to written resolution and business recommendation. This is an opportunity to develop deep expertise in complaint handling within a globally connected financial services environment, working independently on high-impact cases that directly protect clients and uphold the firm's standards. You will collaborate closely with leadership to deliver fair, well-reasoned outcomes that reflect both regulatory requirements and Citi's commitment to client service excellence.
Responsibilities
- Manage complaint cases end-to-end — from intake and investigation through to written resolution — handling Level 2 and above complaints, including those raised by regulators.
- Conduct thorough, impartial investigations by reviewing client account activity, analysing relevant data, and evaluating recorded calls and interview findings to reach well-supported conclusions.
- Prepare clear written communications and formal draft responses that articulate investigation outcomes to leadership in a structured, professional manner.
- Assess complaint allegations fairly and consistently, applying analytical judgement to determine whether complaints should be upheld and what redress or remedy is appropriate.
- Deliver findings and recommendations to leadership, supporting sound decision-making on complaint outcomes and contributing to business-level recommendations.
- Monitor regulatory developments, industry guidance, and internal policies to ensure complaint handling remains current and compliant.
- Identify emerging complaint trends and escalate issues where appropriate, contributing to ongoing improvements in complaint management practices.
Required Qualifications & Skills
- 2 to 5 years of experience in an operations, customer service, or customer experience role, with direct involvement in case handling or complaint resolution.
- Demonstrated ability to conduct structured investigations, analyse factual information, and present clear, evidence-based conclusions.
- Strong written communication skills, with the ability to produce professional, well-reasoned correspondence for both internal leadership and external parties.
- Ability to handle sensitive and confidential information with discretion and sound professional judgement.
- Solid understanding of regulatory obligations, compliance requirements, and the application of relevant rules and policies in a financial services environment.
- Bachelor's degree or equivalent professional experience.
Beneficial Skills & Qualifications
- Prior experience gathering data and conducting formal investigations within a financial services or wealth management context.
- Familiarity with regulator-driven complaint processes and escalated case management frameworks.
- Experience preparing business recommendations or contributing to process improvement initiatives based on complaint trend analysis.
What We Offer
Joining Citi's Wealth division means working within a high-performing team where your casework has direct impact on client outcomes and the firm's regulatory standing. You will build specialist expertise in a complex and meaningful area of financial services, with the autonomy to manage cases independently and the support of experienced leadership to develop your professional judgement and career.
- A hybrid working arrangement with 3 days in the office and 2 days working remotely, supporting a structured and flexible approach to how you work.
- Exposure to complex, high-stakes complaint cases — including regulator-initiated matters — that develop deep professional expertise and real decision-making capability.
- The opportunity to contribute independently from investigation through to written resolution and business recommendation, with clear accountability and ownership of your caseload.
- Access to learning and development resources that support career progression within Citi's global Wealth and Operations functions.
- A collaborative team environment where performance, quality, and client impact are valued and recognised.
- Wellbeing support and work-life balance initiatives that help you perform at your best.
Apply today to bring your investigation and complaint management expertise to a role where your work shapes client outcomes and supports Citi's standards across the Wealth division.
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Job Family Group:
Marketing------------------------------------------------------
Job Family:
Customer Experience------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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