Ops Support Specialist

Citi; New York (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Citi is seeking an Ops Support Specialist in New York, New York, responsible for providing operations support services. This entry-level position will require resolving customer inquiries, ensuring compliance with regulations, and assisting with training within the department.

The ideal candidate should possess strong analytical and communication skills, proficiency in Microsoft Office, and 2 to 4 years of relevant experience. This role offers an excellent opportunity for growth within Citi's operations.

Qualifications

• 2–4 years of relevant experience.
• Comprehensive knowledge of dispute processes.
• Ability to work unsupervised.

Responsibilities

• Resolve customer inquiries and supervise escalated issues.
• Identify opportunities to offer value‑added products and services.
• Communicate daily with management on productivity and quality.

Skills

Microsoft Office

Analytical skills

Problem-solving

Written and verbal communication

Education

High School diploma or equivalent

Tools

Pega

G36 functionality

Job description

Ops Support Specialist

Job Req Id: 25929108

Location: Pune, Maharashtra, India

Job Type: On-Site/Resident

Job Overview

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 regulations 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‑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 and mathematical knowledge.
• Consistently demonstrates clear and concise written and verbal communication skills.

Education

• High School diploma or equivalent.

Equal Opportunity Employer

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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