Ops Support Services Coordinator
3 days ago
**Job Description:**
Citigroup Inc is seeking an Operations Support Specialist 5 to join our team. This role is responsible for providing operations support services, including record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team.
The Ops Support Specialist 5 serves as a 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.
Main Responsibilities:
- Resolve customer inquiries and supervise escalated issues, ensuring that customers receive efficient and effective customer service.
- 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 an 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.
Requirements:
- 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 (TRs).
- Demonstrated analytical skills and mathematical knowledge.
- Consistently demonstrates clear and concise written and verbal communication skills.
Benefits:
Citigroup Inc offers competitive employee benefits, including medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Additionally, we offer paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
Salary: $44,000 - $58,000 per annum, depending on experience and qualifications.
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