Operations Support Specialist 5

2 weeks ago

San Antonio, Texas, United States Citigroup Inc Full time
Job Summary

The Operations 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 Operations Support Specialist 5 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients.

Key Responsibilities
  • Customer Service and Support: Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi's clients.
  • Value Added Services: Identify opportunities to offer value added products and services while adhering to strict laws and regulation governing Telesales.
  • Communication and Reporting: 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.
  • Training and Development: Facilitate training based on needs of staff within the department and assist with answering staff questions within Disputes, as needed.
  • Product and Service Support: Support expansive and diverse array of products and services.
  • Process Improvement: Assist with ongoing Lean and process improvement projects.
  • Problem Resolution: Resolve complex problems based on best practice/precedence, escalating as needed.
  • Risk Assessment: 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.
Requirements
  • Experience: 2-4 years of relevant experience.
  • Skills: 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).
  • Education: High School diploma or equivalent.
Work Environment

This is an onsite position with a schedule of 1:30pm to 10:15pm CST Monday to Friday.

Job Family

This role is part of the Operations - Core job family group and Operations Support job family.

Benefits

Citi offers competitive employee benefits, including medical, dental & vision coverage, 401(k), life, accident, and disability insurance, and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.

Equal Employment Opportunity

Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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