Call Monitoring Analyst, Citi

Citi

Location:
Malaysia, Kuala Lumpur

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Citi Global Wealth (CGW) 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 job involves conducting surveillance monitoring reviews to support the Investments and Insurance business across APAC, including data analysis, report reviews, and document reviews.

Job Responsibility:

Review and disposition of alert triggers based on investigation results
listen to voice logs (Investment/Insurance Call Monitoring) particularly for Hong Kong market
document exception findings and track corrective actions and its completion
prepare trend analysis and surveillance reports for management reporting
provide feedback and coaching on 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 of sales representatives
continuously seek process improvement
review and update policies and unit procedures
implement processes and procedures on compliance matters.

Requirements:

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 multi task
proficient in MS Office
being multilingual is an advantage (Cantonese listening, read and write skill is mandatory).

Additional Information:

Job Posted:
July 23, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Call Monitoring Analyst