Mys Ctsm Kl

6 months ago

Kuala Lumpur, Malaysia Citi Full time

Whether you’re at the start of your career or looking to discover your next adventure, your story begins here. At **Citi**, you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks. We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism.

**Shape your Career with Citi**

**Citibank** serves as a trusted advisor to our retail, mortgage, small business and wealth management clients at every stage of their financial journey. Through Citi's Access Account, Basic Banking, Citi Priority, Citigold and Citigold Private Client, we offer an array of products, services and digital capabilities to clients across the full spectrum of consumer banking needs worldwide.

We’re currently looking for a high caliber professional to join our team as **Officer, Sales Surveillance Call Monitoring Analyst [Wealth Management] - Hybrid** (Internal Job Title: Compl Bus Control Analyst 2 - **C10**) based in Kuala Lumpur, Malaysia. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

- Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
- Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
- We have a variety of programs that help employees balance their work and life.

**In this role, you’re expected to**:

- As an Investments and Insurance Call Monitoring Analyst, you are responsible for review and disposition of alert triggers, data analysis, review report, documents and Voice logs as part of compliance support to approved sales process. In addition, investigations could involve analyzing client behaviors based on client KYC, investment behavior, and account information on client as updated and available in the bank’s systems. You need to report and document review findings, track corrective actions and do follow-ups.
- Responsible for conducting surveillance monitoring reviews to support the Investments and Insurance business across APAC. Review work includes Data analysis, report, documents and Voice logs. Job role is an integral part of the support function that ensures compliance approved sales process.
- Review and disposition of alert triggers based on investigation results; investigations could involve document/ call reviews, analyze client behaviors based on client KYC, account info, customer surveys etc.
- Listen to voice logs (Investment/Insurance Call Monitoring), particularly for Hong Kong market.
- Document exception findings, tracking of corrective actions and its completion at individual alert level and at review level
- Prepare trend analysis and surveillance reports for management reporting
- Provide feedback and coaching on correct phone sales process to Sales Representatives
- Provide consultations to other internal departments on sales process and branch operational matters
- Report and document the Quality of Work report of Sales Representatives
- Continuously seek process improvement to enhance efficiency of the surveillance monitoring process, and to address process/ compliance gaps
- Review and update of policies and unit procedures
- Implementation of processes and procedures on compliance matters
- At least 3 to 4 years of banking experience in consumer banking products and processes
- Prior experience in a customer service, sales or compliance would be an advantage
- Good understanding of local sales advisory regulations
- Bachelor’s degree or equivalent work experience.
- Excellent judgment and assessment skills.
- Excellent communication skills:

- Confident, concise, clear and impactful.
- Written and oral formats, including presentations to audiences ranging from senior managers, regulators, auditors to analysts as evidenced by the ability to concisely and meaningfully explain and support research conclusions, both in written and verbal formats.
- Excellent work ethic (respectful, honest, considerate, self-motivated, can reliably work independently, works well under pressure, readily adapts to changing work priorities, and is accountable).
- Excellent organization and prioritization skills.
- Able to multi task.
- Proficient in MS Office.
- Being multilingual is an advantage (**Cantonese listening skill is mandatory**).

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the o

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