Complaint Management Intermediate Analyst

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