Customer Service Representative, Citi Contact Center

As a Customer Service Representative in Citi's Contact Center, you will be a frontline point of contact for customers while helping uphold compliance standards across every product line. You will handle a steady volume of inbound calls, deliver accurate guidance grounded in regulatory knowledge, and support the sales team with research, reporting, and compliance recommendations. This role combines licensed securities and insurance expertise with hands-on customer service in a fast-paced, team-driven environment.

## Responsibilities

• Respond to inbound customer calls across Citi's product lines, managing an average of 60 calls per day while delivering accurate information and guidance.
• Monitor, research, and respond to compliance-related inquiries from the sales team, ensuring advice reflects current regulatory requirements.
• Administer compliance procedures and control systems for the business review function to maintain consistent oversight across products.
• Identify necessary updates to reports and procedures based on emerging compliance trends and regulatory changes.
• Contribute to written and verbal reports for senior management summarizing compliance program status, issues, and trends.
• Recommend process changes and enhancements that strengthen compliance practices and support the sales team's performance.
• Deliver a consistently positive customer experience, with service quality measured against defined performance metrics.
• Assess risk in day-to-day decisions, escalate control issues promptly, and apply sound judgment to safeguard Citi, its clients, and its assets.

## Required Qualifications & Skills

• Hold, or be eligible to obtain, HKSI Paper 1, 7, and 8 licenses.
• Available to work rotational shifts, with start times as early as 8:00 a.m. and finish times as late as 11:45 p.m.
• Working knowledge of securities, insurance, and lending regulations as they apply to sales practice compliance.
• Strong verbal and written communication skills.
• Ability to build relationships and influence outcomes across teams.
• Creative problem-solving skills to address compliance and customer inquiries.
• Bachelor's degree or equivalent practical experience.

## Beneficial Skills & Qualifications

• Previous experience in compliance, sales support, or customer service.

## What We Offer

Joining Citi's Contact Center connects you to a global banking network, hands-on compliance exposure, and a clear path for professional growth.

• Receive structured training that builds your expertise in compliance, regulatory practices, and financial services.
• Grow your career within a global organization, with opportunities to progress into broader customer service or compliance roles.
• Access ongoing learning and development programs designed to support your long-term career path.
• Benefit from wellbeing and financial wellness resources that support your personal and professional life.
• Be part of a team that serves customers across multiple markets, gaining exposure to a wide range of products and regulations.

Apply today to bring your licensing expertise and customer focus to Citi's Contact Center team.

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## Job Family Group:

Customer Service

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## Job Family:

Service

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## Time Type:

Full time

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## Most Relevant Skills

Please see the requirements listed above.

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## Other Relevant Skills

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

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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