Collections Support Specialist

Citi; Pune District; On-site; INR 600,000 - 1,100,000; Full time

Job summary

Citi is seeking an Ops Support Specialist 5 in Pune to provide day-to-day operations support in the Citi operations framework. The role includes handling record maintenance, account setup, and liaison duties across operations, relationship managers, and clients.

The position requires 2–4 years in collections operations, with exposure to recovery, fraud, disputes, and relevant security processes, plus proficiency in MS Office and Access. Bachelor's degree required.

Qualifications

• 2–4 years experience in a Collections Operation role.
• Experience in Collection/Recovery Operations or Fraud and Dispute, Chargebacks, Credit Bureau.
• Knowledge of the Bank's Transactional Processing platforms and security operations.
• Proficient in Microsoft Office and Access.

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 entries.
• Facilitate training and assist with answering staff questions within Disputes.
• Support a diverse array of products and services.
• Assist with Lean and process improvement projects.
• Resolve complex problems based on best practice and escalate as needed.
• Assess risk in business decisions and drive compliance with laws and Citi policies.

Skills

Customer service

Communication

Problem solving

Teamwork

Education

Bachelor's degree

Tools

Microsoft Office

Access

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

• Relevant experience of 2 – 4 years in a Collections Operation role.
• Hands on experience in Collection/ Recovery Operations or Fraud and Dispute, Chargebacks, Credit Bureau.
• Extensive knowledge of the Bank's Transactional Processing platforms and security operations.
• Proficient in Microsoft Office and Access.
• Consistently demonstrates clear and concise written and verbal communication.
• Demonstrated ability to remain unbiased in a diverse working environment.
• Candidate should be willing to work in US shift/night shifts.

Education

• Bachelor's degree

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

Job Family Group

Operations - Core

Job Family

Operations Support

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above.

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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