Officer, Complaint Management Intermediate Analyst

Job description

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. ------------------------------------------------------ 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. ------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. 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