Complaints Mgt Int Analyst

Citi — Chennai Tamil Nadu India

The Complaints Mgt Int Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams. Responsibilities: Manage end-to-end complaints handling — from intake and logging through to full closure, ensuring all procedural steps and client communications are completed accurately and within prescribed timelines. Conduct thorough complaint analysis — assess root causes, evaluate resolution accuracy, and maintain comprehensive evidence documentation in line with regulatory and internal standards. Perform call listening and review of client interactions to assess quality, identify service delivery gaps, and ensure adherence to complaints handling protocols. Engage proactively with internal and external stakeholders — including front office, operations teams, and senior management — to facilitate timely and effective complaint resolution. Perform quality assessments on complaint resolutions and identify emerging trends and risks across business areas.

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