Ops Support Specialist

Overview

Entry-level Ops Support Specialist role providing day-to-day operations support for Citi, including record maintenance, account maintenance and imaging, and acting as liaison between operations staff, relationship managers, project managers, custodians and clients.

What you'll do

• Maintain records and documentation, and store and retrieve records.
• Maintain accounts and support the opening of accounts in coordination with the Operations - Core Team.
• 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 regulations governing Telesales.
• Communicate daily with management on productivity, quality, availability and Management Information System (MIS) indicators.
• Provide 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 staff questions within Disputes, as needed.
• Support an 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 making business decisions, driving compliance with applicable laws, rules and regulations, adhering to Policy, and escalating, managing and reporting control issues with transparency.

What you'll need

• 2-4 years of relevant experience.
• Proficient in Microsoft Office.
• Comprehensive knowledge of the Dispute process.
• Ability to work unsupervised and apply problem-solving 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.
• Consistently demonstrates clear and concise written and verbal communication skills.
• High School diploma or equivalent.

Details

• Full-time role.
• Occasional weekend work to support Pega releases and COB testing.
• Other job-related duties may be assigned as required.