This position is responsible for executing consistently the COE’s quality program by monitoring transactions and call quality, identifying gaps and improvement opportunities and provide timely feedback to line managers in the COE. The position is also responsible for supporting the implementation of all fraud and authorization’s related policies, standards and procedures to ensure that the operation is fully compliant with all internal and external regulations and Citi’s internal policies.
Key Responsibilities:
- Ensure effective process controls are in place by performing periodic testing.
- Ensure that any control lapses or failures observed will be escalated promptly and monitor corrective action.
- Perform periodic sampling on outbound and inbound calls for fraud accounts to ensure compliance to relevant policies and procedures and the delivery of quality service.
- Identify opportunities in the transaction and call quality monitoring process to drive improvements in customer experience and NPS scores.
- Perform regular call calibrations with the Supervisors and In-country team to make sure that call monitoring reviews are aligned with the business requirements.
- Coordinate with the Supervisors on deliverables relating to quality assurance and controls.
- Perform sampling on suspicious transaction/accounts on a regular basis.
- Perform MCA controls by gathering samples/data for review.
- Perform Continuity of Business task ensuring no impact on business.
- Periodic review and update of entitlement and security matrix for COE.
- Perform COE’s monthly score card review and reporting.
- Handling of COE’s EUC control ensuring the compliance standard.
- Perform data extraction and data processing tasks, exploring automation where possible.
- Design and maintain complex data manipulation processes. Provide consistent documentation and presentations.
- Participate in implementing ad-hoc deliverables/projects to automate CSC controls.
Knowledge/Experience/Qualifications:
- Experience with financial services companies particularly in the area of Fraud, Credit, Customer Services or Banking Operations.
- Initiative, creativity and attention to detail are essential.
- Ability to work independently while being accountable for results.
- Demonstrated ability to communicate effectively, both verbally and in writing, through all levels of the organization and through different business units.
- Self-motivated with high desire of self-development and learning.
- Able to work under pressure and meet aggressive deadlines.
- Highly-skilled and good knowledge of MS Excel and VBA experience.
- Experience in reporting the results of analysis in clear written form, and in presenting the findings during meetings and conference calls.
- Knowledge of any programming language or dedicated statistical software would be an advantage. Good knowledge of SQL, SAS and/or other data processing languages is preferable.
- Statistical/data analytical skills - including both calculation and interpretation of outcome.
- Conceptual and creative thinking (outside the box).
- Attention to Details - Diligently attends to details and pursues quality in accomplishing tasks.
- Verbal/ Written Communication - Conveys ideas and facts verbally/in writing using language the audience/reader will best understand.
- Analysis/Judgment - Examines data to grasp issues, draw conclusions, and solve problems.
- Accountability & Dependability - Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight.
- Relationship Building - Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.
- Ability to read, speak and write in Chinese/Cantonese is preferable.
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Job Family Group:
Operations - Services
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Job Family:
Fraud Operations
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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