Complaint Management Analyst

Company : Ambition

Job Description - Complaint Management Analyst

Company:

Our client is a reputable Investment Bank with a collaborative culture.

The Role:

They are actively seeking a Complaint Management Analyst for a 6-month contract to support their Wealth Operations.

Key Responsibilities:

Serve as the primary contact for complex complaints, with authority to investigate and resolve cases directly
Deliver fair, timely resolutions while building empathy and protecting Citi's brand reputation
Manage all customer communications (calls/emails) promptly and document interactions in tracking systems
Meet all departmental Service Level Agreements (SLAs) for response and resolution times
Collaborate with business units to gather information needed for case resolution
Identify and report systemic issues; participate in process improvement projects
Prevent escalation by managing cases effectively to avoid media or legal action
Flag preventable complaints and support coaching opportunities
Ensure compliance with laws, regulations, and internal policies while assessing risk
Maintain ethical standards and transparently report control issues

Essential Experience and Skills:

Proven experience in Customer Service, preferably in industries with a call centre
Complaint handling experience is highly regarded
Strong communication skills (verbal and written) in Chinese and English
Self motivated, able to work under pressure, good problem solving skills

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Complaint Management Analyst

Job Description - Complaint Management Analyst

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