Fraud Operations Quality Control Analyst (C10) - KUALA LUMPUR

Whether you’re at the start of your career or looking to discover your next adventure, your story begins here.  At Citi, you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks.  We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning.  You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism.

Shape your Career with Citi

We’re currently looking for a high caliber professional to join our team as Officer, Fraud Operations Quality Control Analyst Hybrid (Internal Job Title: Ops Sup Analyst 2 - C10) based in Kuala Lumpur, Malaysia.  Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life.

The Ops Sup Analyst 2 is an intermediate level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Sup Analyst 2 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

In this role, you’re expected to:

• 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.
• Perform monthly score card review and reporting.
• Handling of 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 controls.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

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

• Bachelor’s/University degree or equivalent experience ideally finance related courses
• 2-4yrs related experience required for this position
• Mandarin and/or Cantonese proficiency is preferred. Will review documents in the language specified.
• 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).

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei

This job description provides a high-level review of the types of work performed.  Other job-related duties may be assigned as required.

#hybrid #LI-AR1

• 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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