About the role

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.

Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

Loan Operations, Mortgage Operations, Payment Services, Transaction Services.