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Job Overview
Job Purpose:
At Citi, delivering an exceptional client experience is at the heart of everything we do. As client expectations continue to evolve, the way we handle and resolve complaints plays a critical role in building and sustaining trust. This role sits within the Complaints Management function and is central to upholding Citi's commitment to treating clients fairly and resolving concerns with integrity and urgency.
We're currently looking for a high-calibre professional based in CSIPL, Chennai, to join our team as an Officer (C11) who will predominantly support the handling of Citi Private Bank NAM/LATAM & Wealth at Work NAM complaints, while also contributing to other complaint management activities according to the Complaints Organization needs — partnering closely with front office and operations teams to ensure every complaint is managed with the highest standards of care, from intake through to closure.
Key Responsibilities:
- Manage end-to-end complaints handling — from intake and logging through to full closure, ensuring all procedural steps and client communications are completed accurately and within prescribed timelines.
- Conduct thorough complaint analysis — assess and ensure accurate root cause, evaluate resolution accuracy, and maintain comprehensive evidence documentation in line with regulatory and internal standards.
- When or if required, perform call listening and review of client interactions to assess quality, identify service delivery gaps, and ensure adherence to complaints handling protocols.
- Engage proactively with internal and external stakeholders — including front office, operations teams, and senior management — to facilitate timely and effective complaint resolution.
- Perform quality assessments on complaint resolutions and identify emerging trends and risks across business areas.
- Share best practices across markets and proactively identify potential issues before they arise, implementing preventive measures to mitigate recurrence.
- Leverage AI-powered tools such as Stylus and Microsoft Copilot to enhance productivity, streamline complaints analysis, and support the generation of insights — while exercising sound judgement in the application and review of AI-assisted outputs.
- Mandatory alignment with US operational shift hours, manage ad-hoc assignments alongside day-to-day responsibilities, and work proactively and independently within a collaborative team environment.
Knowledge/Experience:
- 5 - 7years of experience in service delivery and operations, customer experience, particularly with direct hands-on involvement in addressing customer issues.
- Familiarity to the Complaints framework and the governance flow
- Identify emerging trends/risks in underlying business practices across business areas
Skills:
- Strong strategic and analytical skills that are sharply Client focused
- Ability to interact professionally with diverse groups, executives, managers, and subject matter experts.
- Have excellent critical thinking, communication (written and oral) and interpersonal skills to manage expectations of senior business stakeholders . Pragmatic problem-solver, forward thinker with independence of thought
- Demonstrate necessary maturity to deal with senior management, engage peers and effectively manage, influence and guide colleagues
- Demonstrate capability to synthesize, prioritize and drive results with a strong sense of urgency
Competencies:
- Results oriented, assertive, innovative and resourceful
- Attention to detail
- Ability to work in fast-paced environments, multitask and respond in short timeframes
- Creative approach while dealing with ambiguity with the ability to anticipate challenges and develop innovative
- Must be available and work within US shift hours
Qualifications:
- Bachelor/master’s degree or equivalent
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Job Family Group:
Operations - Core------------------------------------------------------
Job Family:
Operations Support------------------------------------------------------
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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