Officer, Call Monitoring Analyst (Wealth Management) – Citi

The Officer, Call Monitoring Analyst (Wealth Management) is responsible for conducting surveillance monitoring reviews to support the Investments and Insurance business across the APAC region. This role plays a critical part in ensuring compliance with approved sales processes and safeguarding the firm and clients.

In this role, you will engage in daily monitoring activities, analyzing data and reports to ensure compliance with regulatory requirements. You will work closely with sales representatives and internal departments to provide feedback and improve processes.

Key Responsibilities:

• Conduct surveillance monitoring reviews for the Investments and Insurance business.
• Analyze data, reports, and voice logs to ensure compliance.
• Review and disposition alert triggers based on investigations.
• Document exception findings and corrective actions.
• Prepare trend analysis and surveillance reports.
• Provide feedback and coaching to sales representatives.
• Consult with internal departments on compliance matters.
• Report on the quality of work of sales representatives.
• Continuously seek process improvements and update policies.
• Implement compliance processes and assess risk.