Citi Group Ops Support Specialist - C05 

India, Tamil Nadu, Chennai 

926749184

Requirement to perform reviews in QA process
Job Profile
Ops Support Specialist - C05
Job Description

Responsibilities:

•Perform Quality Analysis for samples performed by Operation agents based on Regulatory requirements and provide enhanced quality service to customers
•Identify errors and provide feedback to the agents to mitigate Operational Risk
•To deliver all the metrics as per norms
•Review and process samples under assigned process / procedures
•Perform control checks on document/instruction
•Required to gain expertise in process and train new hires within the work unit
•Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi’s clients
•Identify opportunities to offer value added products and services while adhering to strict laws and regulation 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 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
•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.

Qualifications:

•2-4 years of relevant experience
•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)
•Demonstrated analytical skills and mathematical knowledge
•Consistently demonstrates clear and concise written and verbal communication skills

•Bachelor's / MBA

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Willing to work in night shift

Time Type:

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