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 clientsIdentify opportunities to offer value added products and services while adhering to strict laws and regulation governing TelesalesCommunicate 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 entriesFacilitate training based on needs of staff within the department and assist with answering staff questions within Disputes, as neededSupport expansive and diverse array of products and servicesAssist with ongoing Lean and process improvement projectsResolve complex problems based on best practice/precedence, escalating as neededAppropriately 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 experienceProficient in Microsoft OfficeComprehensive knowledge of Dispute processAbility to work unsupervised and apply problem solve capabilitiesAbility to work occasional weekends to support Pega releases and COB testingWorking 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 knowledgeConsistently 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.

PARA LA POSICIÓN REQUERIMOS:

Bachillerato concluido, licenciatura en proceso o trunca en áreas económico-administrativas, experiencia equivalente.Experiencias en atención de Quejas (comprobable)Habilidades TecnológicasExcelente actitudFacilidad de aprender nuevos procesosdisponibilidad de horarioEXCEL (intermedio)Capacidad de análisis.Responsable y comprometido con la ejecución de su trabajoExperiencia deseable: Conocimiento de sistemas One Complaint/ ADMWIN / Platino / ONDEMANDAutogestiónResilienteTrabajo en equipo

EL OBJETIVO DE LA POSICIÓN ES:

Atender y analizar las reclamaciones del clienteDar atención a los folios designadosRealizar la validación de lo que el cliente requiere.Realizar dictámenesValidar foliosRegistro de las actividades atendidas en EXCELUso de los sistemas internos del Banco para consultaRealizar registro de casos

LA MODALIDAD Y HORARIO DE LA POSICIÓN ES:

EDIFICIO REVOLUCIÓN 1267CAPACITACIÓN DE 3 MESES PRESENCIALHIBRIDALunes a viernes9 a 18 h

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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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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