Banking Operations -Credit Bureau Dispute

CITI; Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

Citigroup Inc. in Chennai, India seeks an Ops Support Specialist 5 to provide day-to-day operations support including record maintenance, account opening, and liaison with relationship managers and clients.

You will resolve inquiries, monitor MIS indicators, support training, and help with Lean initiatives while ensuring regulatory compliance and ethical conduct in all actions. Required: Bachelor's degree; 2–4 years' experience; NAM hours with US customers; willingness to work rotating shifts.

Qualifications

• 2-4 years of relevant experience.
• Proficient in Microsoft Office.
• Extensive knowledge of the US Banking / collections / Bankruptcy/ Credit Dispute Ops/ Credit Bureau/ Fraud Process/ Card Ops/ Shared Services/Back Office Collections/ Chargeback.
• Will closely work in US customers in NAM hours.
• Demonstrated analytical skills.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Should be flexible to work in Rotational shifts & Rotational week offs.

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, MIS indicators, and provide written and oral communications for approval of correct financial entries.
• Facilitate training based on staff needs and assist with answering staff questions within Disputes.
• Support expansive and diverse array of products and services.
• Assist with ongoing Lean and process improvement projects.
• Resolve complex problems based on best practice, escalating as needed, and assess risk with emphasis on compliance and safeguarding assets.

Skills

MS Office

Analytical skills

Written and verbal communication

Problem solving

Mathematical and logical reasoning

Rotational shifts

Education

Bachelor’s degree/University degree or equivalent experience

Master’s degree preferred

Job description

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
• Extensive knowledge of the US Banking / collections / Bankruptcy/ Credit Dispute Ops/ Credit Bureau/ Fraud Process/ Card Ops/ Shared Services/Back Office Collections/ Chargeback
• Will closely work in US customers in NAM hours
• Demonstrated analytical skills
• Consistently demonstrates clear and concise written and verbal communication skills
• Proficient in mathematics and logical reasoning
• Should be flexible to work in Rotational shifts & Rotational week offs

Education

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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.

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Other Relevant Skills: Chargeback, Dispute Resolution, Fraud Detection.