Officer, Call Monitoring Analyst

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Shape your Career with Citi

Citi Wealth brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices. The strategies we create help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow. We are uniquely suited to helping our clients meet their banking needs across regions through our global network.

We're currently looking for a high caliber professional to join our team as Officer, Investments and Insurance Sales Surveillance (Internal Job Title: Cross-disciplinary Controls Analyst 1 - C09) based in Malaysia.

In this role, you're expected to:

As an Investments and Insurance Sales Surveillance Officer, you are responsible for review and disposition of alert triggers, data analysis, report reviews, review of documents / Voice logs. 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 reviews, review of documents / 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
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

As a successful candidate, you'd ideally have the following skills and exposure:

• At least 1 to 2 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 multitask.
• Proficient in MS Office.
• Being multilingual is an advantage (Cantonese listening, read and write 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 opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

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Job Family Group:

Controls Governance & Oversight

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Job Family:

Cross-disciplinary Controls

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Time Type:

Full time

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Most Relevant Skills

Analytical Thinking, Business Acumen, Communication, Constructive Debate, Controls Assessment, Controls Lifecycle, Escalation Management, Issue Management, Risk Management, Stakeholder Management.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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