Job Description

Job Title Teacher

Description

We are on the lookout for a competitive Ops Analyst - Complaints to join our stellar team at Citibank (Switzerland) AG in Dubai.
Growing your career as a Full Time Ops Analyst - Complaints is an incredible opportunity to develop exceptional skills.
If you are strong in presentation, leadership and have the right initiative for the job, then apply for the position of Ops Analyst - Complaints at Citibank (Switzerland) AG today!

Job purpose :

• To work as a Complaint's Specialist involves resolving customer complaints and feedback management and resolution, achieving KPI's whilst meeting our internal and external regulatory obligations.

• Co-ordination is required with all Citi Internal and external stakeholders and senior management . Other key relationships include, Citi Operations, Legal and Compliance Departments

Job Background/context:

• The business is focused on servicing its existing customer base as part of Citi's strategy.

• The Complaints team are responsible for handling customer escalated complaints received by any channel and for facilitating feedback to the business as necessary.

• This role requires demonstrable Complaints experience in an often fast paced Call Centre/Customer Service environment, and experience of working within the financial services sector is highly beneficial.

Key Responsibilities:

• Complaints specialist working across multiple products effectively and timely resolving customer complaints for markets as appropriate
• Effectively and professionally resolving complaints on a first contact resolution basis, reducing the need for further contact by the Customer as their complaint has been fully addressed, as appropriate.
• Proactively identifies any customer experience deterrents and offers appropriate redress to compensate for any distress and inconvenience, whilst protecting the core values and integrity of CITI.
• Ensure and maintain a high level of Customer Service is achieved at all times.
• Ensure ownership for Customer issues is taken and acknowledging how to escalate with respect and discretion towards the client.
• Effective and timely resolution of complaints and in support of reduced re-opens, repeat complaints and escalations to the regulator
• Resolving complaints in adherence with Industry Regulations, Internal business practices and TCF (Treating Customers Fairly) principles.
• Identifying any trends, issues or risks to the business and escalate to the Complaints Management Team, as appropriate.
• Take responsibility for the delivery of own KPI's to drive activity in focusing on meeting business requirements, SLA's and KPI's.
• Ensure that agreed performance standards are met.
• Operationalise changing policies, procedures and processes in an often fast-paced Complaints environment. Also actively participate in the continuous improvement of such policies, procedures and processes in support of effective complaints handling.
• Maintain a strong regulatory focus at all times and ensure that any issues are escalated accordingly to Complaints Management Team.
• To support an environment which encourages teamwork, motivation, engagement and commitment to treating customers fairly
• To take responsibility of own continuous personal development in order to fulfil the accountabilities of the role and actively support Citi's vision.
• Work collaboratively with other team members in support of first contact resolution and quality complaint handling.
• Keep up-date and adhere to company policies and procedures.
• Any other reasonable duties and responsibilities commensurate with the level and grading of the role.

Required Knowledge/Experience:

• Minimum of 5-8 years of banking experience or exceptional candidates will only be considered for this role.
• Demonstrate the ability to provide an impartial and fair investigation into issues raised by the client. Demonstrate excellent written and oral communication skills.
• Understanding of the Complaint handing regulatory requirements
• A self-starter who can show they have worked well on their own and as part of a team, demonstrating a real drive and ability to innovate and deliver creative conflict resolution.
• Demonstrate excellent written English Skills.
• Effective problem solving skills and attention to detail is essential.

• Demonstrable and effective Complaints Handling experience is essential.

Education:

• Bachelor's/University degree or equivalent experience

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



Job Family Group: Customer Service



Job Family: Service



Time Type: Full time



Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review .

View the " EEO is the Law " poster. View the EEO is the Law Supplement .

View the EEO Policy Statement .

View the Pay Transparency Posting
Benefits of working as a Ops Analyst - Complaints in Dubai:
? Company offers great benefits
? Opportunities to grow
? Advantageous package

You have applied correctly

A message has been sent to the employer, you are going to receive the reply soon. Good luck!

You have applied correctly

The request has been sent correctly. However, we have seen that your resume is incomplete. We highly recommend you to fill it to let the employer know you. These are the fields you have empty: