• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 11 Dec 17

GCG - Compliance Analyst-General

GCG - Compliance Analyst-General

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Compliance and Control
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17061030


Sales Process and Compliance Officer
Job Responsibilities
You are responsible to develop a strong control and compliance environment for the Retail Banking group to achieve permanent "audit readiness" balancing the business needs and environment and ensure effective review of insurance and investment related complaints.
  • Participate actively in the implementation of new or revised processes and surveillance in Retail Banking in compliance with Citi's global, regional policies and guidelines and local or US regulatory requirements with due consideration on the business needs and risk and control
  • Write-up, review and revise procedures on Insurance sales and branch operations processes. Actively involve key stakeholders in process design discussion to achieve objective of full compliance with policy while balancing execution effectiveness and risk and control
  • Prepare training materials and conduct training on existing and new processes to branch staff
  • Participate in system enhancement projects to address process efficiency or risk and controls
  • Assist the business in all audit review preparations and corrective action plan implementations
  • Provide support to internal departments on branch operations and insurance sales process matters
Complaints Handling
  • Investigate investment and insurance advisory and service complaints, including FIDREC and MAS escalated complaints and tracked for proper closure within stipulated timeline
  • Review relevant sales documentations, transaction and call contact records, and conduct interviews with client and advisor as part of investigation, to check if the bank's sales process was adhered to by sales advisors and determine root cause of concerns
  • Track timeliness of logging, update and closure of complaints logs, ensure quality of disposition in the investigation results and prepare management and regional reporting of investment and insurance complaints and statistics for trend analysis
  • Maintain proper documentation and records for each complaint handled with the Sales Complaint Investigation Report form and track for compliance with established Complaint handling procedures
  • Conduct regular review of complaint handling process for effective management of sales complaints handling and update sales complaint handling procedure
  • Identify process control gaps and champion change management initiatives including sending out process reminder emails and process refinement to reduce potential repeat of similar complaints in future
  • Prepare all monthly complaint reporting and quarterly self-assessment on timeliness and quality of complaint handling


  • University degree in Business Administration or related majors
  • Minimum 2 years of banking experience with a good understanding of consumer banking and/or investment products, process risk and controls, local and US regulations
  • Investment or Insurance sales advisory experience would be an advantage
  • Proficient in Microsoft Office
  • Highly motivated individual with initiative, analytical and ability to work independently
  • Must be a team player and committed to delivering strong customer service to internal clients
  • Strong written communication skills and good interpersonal skills
  • Familiar with Financial Advisory Act, Security and Futures Act preferred