Ops Support Specialist

Citi; Pune District; On-site; INR 350,000 - 500,000; Full time

Job summary

Citi in Pune, India is seeking an entry-level Ops Support Specialist 5 to provide day-to-day operations support, handle documentation, record storage, and account maintenance in coordination with the Operations - Core Team. The role acts as a liaison among operations staff, relationship managers, project managers, custodians and clients.

Responsibilities include resolving inquiries, overseeing escalations, MIS reporting, training staff, and supportingLean and process improvements, with emphasis

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.

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 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 consideration for Citi’s reputation and safeguarding clients and assets, by driving compliance with applicable laws, rules and regulations, and escalating, managing and reporting control issues with transparency.

Skills

Microsoft Office

Dispute process

Problem solving

Pega

G36 functionality

CoB testing

Trust Receipts

Analytical skills

Written and verbal communication

Education

High School diploma or equivalent

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
• 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.

Job Family Group

Operations - Core

Job Family

Operations Support

Time Type

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

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