Ops Support Specialist at Citi

Chennai, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

16 Mar, 26

Salary

0.0

Posted On

16 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Dispute Process, Problem Solving, Microsoft Office, Analytical Skills, Communication Skills, Pega Functionality, CoB Testing, Training Facilitation, Operations Support, Process Improvement, Escalation Management, Financial Entry Resolution, Operations Loss Minimization, Complex Problem Resolution, Team Support

Industry

Financial Services

Description

The Ops Support Specialist 5 is an entry-level position responsible for providing operations support services, including but not limited to reviewing and servicing customer queries related to their credit card disputes. Additionally, the Ops Support Specialist 5 serves as the liaison between operations staff 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. Top 3 Risk if not fulfilled: Delay in Transition/ Inadequate capacity could result in negative SLA metric impact, regulatory risk and increase overtime. This req# is raised for Criticality 3 process. The role is for Individual Contributor and will not have any people reporting. 100% of their time will be spent on Dispute investigations. Responsibilities: Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi’s clients 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 Minimize/reduce operations Loss for the Disputes team 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 Supporting management in completion of assignments to meet multiple, aggressive deadlines. Ability to analyze and provide input to Team Managers based on department procedures and escalates issues to team managers. Qualifications: • 2-4 years of relevant experience • Proficient in Microsoft Office • Comprehensive knowledge of Dispute process • Comprehensive knowledge of filing pre arbitration and arbitration 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, • 24*7 shifts including late night (IST) shift start timings • Demonstrated analytical skills and mathematical knowledge • Consistently demonstrates clear and concise written and verbal communication skills LOCATION: CHENNAI, IN Education: • Bachelor’s degree/University degree or equivalent experience 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: Full time ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ 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.

Responsibilities

The Ops Support Specialist is responsible for resolving customer inquiries and supervising escalated issues while providing efficient customer service. They also communicate daily with management on various performance indicators and assist with training and process improvement projects.