• Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Citigroup Transaction Services (M) Sdn Bhd
  • 2019-03-23

MYS CTSM KL Investment and Insurance Sales Surveillance Analyst Cantonese Speaker

MYS CTSM KL Investment and Insurance Sales Surveillance Analyst Cantonese Speaker

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur
  • Education: Bachelor's Degree
  • Job Function: Operations
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18076435


  • As an Investments and Insurance Sales Surveillance Officer, you are responsible for review and disposition of alert triggers, data analysis, report reviews, review of documents/Voice logs, and conducting call outs to customers as part of compliance support to approved sales process. In addition investigations could involve analyzing client behaviors based on client KYC, investment behavior, and account information on client as updated and available in the bank's systems. You need to report and document review findings, track corrective actions and do follow-ups
Job Purpose:
  • Responsible for conducting surveillance monitoring reviews to support the Investments and Insurance business across APAC. The candidate will require to perform review work includes data analysis, report reviews, review of documents, and listen to voice logs. Job role is an integral part of the support function that ensures compliance approved sales process
Key Responsibilities:
  • Review and disposition of alert triggers based on investigation results; investigations could involve document/call reviews, analyze client behaviors based on client KYC, account info, customer surveys etc.
  • Document exception findings, tracking of corrective actions and its completion at individual alert level and at review level
  • Prepare trend analysis and surveillance reports for management reporting
  • Provide feedback and coaching on correct phone sales process to Sales Representatives
  • Provide feedback and coaching to Sales Surveillance Executives
  • Provide consultations to other internal departments on sales process and branch operational matters
  • Report and document the Quality of Work report of Sales Representatives
  • Continuously seek process improvement to enhance efficiency of the surveillance monitoring process, and to address process/compliance gaps
  • Review and update of policies and unit procedures
  • Implementation of processes and procedures on compliance matters


  • Bachelor's degree or equivalent work experience
  • At least 2 years of banking experience in consumer banking products and processes work experience directly related to complex and sensitive investigations: any combination of AML/BSA, fraud, financial irregularities, etc.
  • Experience working a Hub, Regional Operations Office, Service Center, BPOs, Call Centers is an advantage
  • Finance/banking background
  • Excellent judgment and assessment skills
  • Excellent communication skills:
    • Confident, concise, clear and impactful
    • Written and oral formats, including presentations to audiences ranging from senior managers, regulators, auditors to analysts as evidenced by the ability to concisely and meaningfully explain and support research conclusions, both in written and verbal formats
  • Excellent work ethic (respectful, honest, considerate, self-motivated, can reliably work independently, works well under pressure, readily adapts to changing work priorities, and is accountable)
  • Excellent organization and prioritization skills
  • Able to multi task
  • Proficient in MS Office
  • Knowledge of MS Access is a plus
  • Demonstrates initiative, creativity and teamwork within the framework of the position responsibilities
  • Provide subject matter expertise, as needed, on:
    • Investigation and research process/procedures
    • Applications and tools used to support the investigation process
    • Documentation of research, analysis and conclusions
  • Identification of unusual patterns that require further action/recommendations
  • Escalation as required to appropriate channel, compliance, risk, or business, or relevant stakeholder
  • Analytical and meticulous towards work
  • Ability to work independently with minimal supervision
  • Ability to work in a team with diverse cultural background
  • Ability to foster a positive and creative work environment
  • Being multilingual is an advantage (Listening, reading, and writing skills of Mandarin and Cantonese are mandatory)