Serves as a functional Compliance Risk Officer for Independent Compliance Risk Management (ICRM) responsible for Compliance oversight of the Client Experience and Consumer Client Complaint Programs. This includes assisting with internal strategies, policies, procedures, processes, and programs to prevent violations of law, rule, or regulation and design and deliver a risk management framework that maintains risk levels within the firm's risk appetite and protect the franchise. In addition, engages with the ICRM Product and Function coverage teams, in order to partner, develop and apply Compliance Risk Management program solutions that meet the function and customer needs in a manner consistent with the Citi program framework.

Primary responsibilities include providing Compliance oversight over the Client Experience and Consumer Customer Complaints Programs, providing day-to-day Compliance advice and challenge to those functional areas, monitoring for potential compliance risk through customer complaint reporting and analytics and identification and challenge of customer pain points, and providing guidance on rules/laws and interpretation on internal policies and procedures.

Responsibilities:

• Performing reporting and analytical activities utilizing customer complaint data to identify thematic risks and trends, escalating to senior management as appropriate, helping to lead the build out of the Compliance Complaint Reporting function.

• Providing compliance oversight over the Client Experience and Consumer Client Complaint Programs, fostering connectivity between compliance and regulatory risks identified through complaint analytics and reviews to impacted product and function coverage areas within the Compliance organization.

• Planning and executing compliance monitoring, credibly challenging the Client Experience and Consumer Customer Complaint Programs; communicating with the business on findings and providing guidance on issues identified.

• Providing credible challenge on determination of impacted processes and controls (i.e., direct engagement and review with Managers Control Assessment (MCA), Issues, Policies and Procedures, New or Changes to Products and Services, Third Party Relationships and oversight activities), specifically as it relates to the management and oversight of Citi’s Consumer Complaint Program

• Assisting in the design, development, delivery and maintenance of best-in-class Compliance, programs, policies and practices for ICRM.

• Staying abreast of industry and regulatory changes and being able to translate those changes into impacts and suggested action plans of the Consumer Customer Complaint and Client Experience Programs.

• Supporting the Complaints Management and Client Experience Functions in performing timely compliance reviews of policies, procedures, standards, etc.

• Providing guidance on rules and regulations relating to function/business/product operational issues, as well as, provide transactional approvals and interpretation of internal compliance policies.

• Assisting with regulatory inquiries and/or examinations. This may include coordination with regulators and other parties.

• Collaborating with other internal areas including: Legal, Business Management, Operations, Technology, Finance, other Control Functions, and In-Business Risk to address compliance issues which may impact the supported function/business/product.

• Researching any new reform rules and rule changes and implementing policies, procedures or other controls necessary to comply with the rules.

• Additional duties as assigned

Qualifications:

• Knowledge of Compliance laws, rules, regulations, risks and typologies

• Must be a self-starter, flexible, innovative and adaptive

• Strong interpersonal skills with the ability to work collaboratively and with people at all levels of the organization

• Strong written and verbal communication and interpersonal skills

• Ability to both work collaboratively with team members and independently; ability to navigate a complex organization

• Data analytical skills with the ability to analyze large volumes data to and translate into stories, to identify trends and thematic insights and develop actionable takeaways for impacted stakeholders

• Excellent project management and organizational skills and capability to handle multiple projects at one time

• Proficient in MS Office applications (Excel, Word, PowerPoint)

• Demonstrated knowledge in area of focus

• Working knowledge of Customer Complaints and Client Experience Programs within Financial Institutions is a plus

• Certified Regulatory Compliance Manager (CRCM) a plus

Education:

• Bachelor’s degree or relevant experience in compliance, legal or other control-related function in a financial services firm, regulatory organization, or legal/consulting firm, or a combination thereof

• Strong working knowledge of Customer Complaints and Client Experience Programs within Financial Institutions a plus.

• Data analytics experience a plus.

Job Family Group:

Compliance and Control

Job Family:

Product Compliance Risk Management

Time Type:

Full time

Primary Location:

Irving Texas United States

Primary Location Full Time Salary Range:

$125,760.00 - $188,640.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Anticipated Posting Close Date:

May 31, 2024

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.