The Ops Support Specialist 5 is an entry-level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Support Specialist 5 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.
Responsibilities:
- Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi’s clients
- Identify opportunities to offer value added products and services while adhering to strict laws and regulation governing Telesales
- Communicate daily with management on productivity, quality, availability, Management Information System (MIS) indicators, as well as providing written and oral communications to supported business areas for approval of correct financial entries and resolution of incorrect entries
- Facilitate training based on needs of staff within the department and assist with answering staff questions within Disputes, as needed
- Support expansive and diverse array of products and services
- Assist with ongoing Lean and process improvement projects
- Resolve complex problems based on best practice/precedence, escalating as needed
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
- 2-4 years of relevant experience
- Proficient in Microsoft Office
- Comprehensive knowledge of Dispute process
- Ability to work unsupervised and apply problem solve capabilities
- Ability to work occasional weekends to support Pega releases and COB testing
- Working knowledge of Pega and/or G36 functionality, Continuity of Business (CoB) testing, and creating and resolving Trust Receipts (TR’s)
- Demonstrated analytical skills and mathematical knowledge
- Consistently demonstrates clear and concise written and verbal communication skills
Education:
- High School diploma or equivalent
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Operations - Core------------------------------------------------------
Job Family:
Operations Support------------------------------------------------------
Time Type:
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Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
Loan Operations, Mortgage Operations, Payment Services, Transaction Services.------------------------------------------------------
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.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
Skills Required
- 2-4 years of relevant experience
- Proficiency in Microsoft Office
- Comprehensive knowledge of the dispute process
- Ability to work unsupervised and apply problem-solving capabilities
- Ability to work occasional weekends for Pega releases and continuity-of-business testing
- Working knowledge of Pega and/or G36 functionality
- Knowledge of Continuity of Business testing and creating and resolving Trust Receipts
- Demonstrated analytical and mathematical skills
- Clear and concise written and verbal communication skills
- High school diploma or equivalent
What We Do
Citigroup is a global diversified financial services holding company serving consumers, corporations, governments and institutions. It provides consumer banking and credit, corporate and investment banking, securities brokerage, trade and securities services, and wealth management. Operating across nearly 160 countries and jurisdictions, Citi aims to be a leading partner for institutions with cross-border needs, a global wealth manager, and a valued personal bank in the United States.
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