Banking Operations -Credit Bureau Dispute

CITI; Pune District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Citi in Pune is seeking an Ops Support Specialist 5 to provide day-to-day operations support, including record maintenance, imaging, and opening of accounts in coordination with the Operations - Core Team.

You will liaise with relationship managers, project managers, custodians and clients to ensure accurate financial entries, timely resolutions, and compliant operations. This role emphasizes training, process improvement, and proactive problem solving within NAM hours.

Qualifications

• Bachelor’s degree or higher; master’s preferred.
• Experience and education aligned with Dispute processes and operations.

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 laws and regulations governing telesales
• Communicate daily with management on productivity, quality, MIS indicators, and provide written and oral communications for approval of correct financial entries
• Facilitate training based on staff needs within the department and assist with answering staff questions
• Support diverse range of products and services
• Assist with Lean and process improvement projects
• Resolve complex problems based on best practices and escalate as needed
• Assess risk in business decisions, ensuring compliance with laws and Citi policies and reporting control issues

Skills

Analytical skills

Written and verbal communication

Problem solving

Mathematical and logical reasoning

Ability to work unsupervised

Flexible to work rotational shifts

Education

Bachelor’s degree/University degree or equivalent experience

Master’s degree preferred

Tools

Microsoft Office

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.

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.

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