MYS CTSM KL - Call Monitoring Analyst (Wealth Management) - Hybrid

Citi; Kuala Lumpur; On-site; MYR 48,000 - 70,000; Full time

Job summary

A leading financial institution in Kuala Lumpur is seeking an Investments and Insurance Sales Surveillance Officer. This role involves reviewing alerts, analyzing client behaviors, and preparing reports to support compliance with sales processes. Candidates should have at least 1-2 years of banking experience, proficiency in Cantonese, and a bachelor's degree. The position offers full-time engagement and the opportunity to work within a large global team.

Qualifications

• 1-2 years of experience in consumer banking products and processes.
• Prior experience in customer service, sales or compliance is advantageous.
• Excellent judgment and organizational skills.

Responsibilities

• Conduct surveillance monitoring reviews to support Investments and Insurance.
• Review alert triggers and analyze client behaviors.
• Prepare trend analysis and surveillance reports.

Skills

Cantonese proficiency

Banking experience

Understanding of local sales regulations

Excellent communication skills

MS Office proficiency

Education

Bachelor’s degree or equivalent

Job description

Overview

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 strategies we create help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow. We are uniquely suited to helping our clients meet their banking needs across regions through our global network.

Job Description

As an Investments and Insurance Sales Surveillance Officer, you are responsible for review and disposition of alert triggers, data analysis, report reviews, review of documents / voice logs. In addition investigations could involve analyzing client behaviors based on client KYC, investment behavior, and account information on client as updated and available in the bank’s systems. You need to report and document review findings, track corrective actions and do follow-ups.

Job Purpose

• Responsible for conducting surveillance monitoring reviews to support the Investments and Insurance business across APAC. Review work includes Data analysis, report reviews, review of documents / Voice logs. Job role is an integral part of the support function that ensures compliance approved sales process.

In this role, you’re expected to:

• Review and disposition of alert triggers based on investigation results; investigations could involve document/ call reviews, analyze client behaviors based on client KYC, account info, customer surveys etc.
• Listen to voice logs (Investment/Insurance Call Monitoring), particularly for Hong Kong market.
• Document exception findings, tracking of corrective actions and its completion at individual alert level and at review level
• Prepare trend analysis and surveillance reports for management reporting
• Provide feedback and coaching on correct phone 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 report of Sales Representatives
• Continuously seek process improvement to enhance efficiency of the surveillance monitoring process, and to address process/ compliance gaps
• Review and update of policies and unit procedures
• Implementation of processes and procedures on compliance matters

As a successful candidate, you’d ideally have the following skills and exposure:

• We are seeking candidates proficient in CANTONESE to better serve our Cantonese speaking customers
• 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).

Working at Citi

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Details

Job Family Group: Private Client Coverage

Job Family: Client Services

Time Type: Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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