This 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. **Responsibilities:** + Utilizes Chat platform to respond to service inquiries from customers and provide a comprehensive resolution to the complaints/queries + Follow-up on all customer requests via chat and email + Maintains detailed knowledge of product and service offerings to customers + Analyzes risk areas and identify solutions to meet customer's needs + Ensuring Information security for sensitive data + Helps to teach our customer how to self-service through our internet website + Balancing NPS and ensuring a positive customer experience while managing/minimizing operating losses + Accurate reporting of MIS/Timekeeping + Undertake other assignments/projects as given by the Team Lead/Manager + Apply professional attitude and image for all internal and external customers + Liaising with various departments and also do account level system maintenances while resolving customer queries/complaints **Qualifications-External:** + Overall 0 - 3 years of relevant experience + Sound presentation and analytical skills + Strong problem solving skills and detail-oriented + Graduate in any stream, masters degree is not a mandate **Preferences:** + Must possess excellent PC and keyboarding skills ( **30 WPM – typing speed;** 90% accuracy) + Must possess **good verbal and written communication skills** to include proficiency with grammar, spelling and punctuation + Must possess good analytical skills + Courteous with **strong customer service** orientation + Dependable with proficient attention to detail + Persuasiveness and a willingness to resolve customer queries + **Prior experience working in a customer service/customer support space for international market is highly preferred.** + **Prior experience in email/chat process highly preferred** + Experience working in a **retail banking** space is highly preferred. **Shift of operations:** + US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week ------------------------------------------------------ **Job Family Group:** Operations - Core ------------------------------------------------------ **Job Family:** Operations Support ------------------------------------------------------ **Time Type:** ------------------------------------------------------ _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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)_ _._ _View Citi’s_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)_ _poster._ Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.