Ops Support Specialist 5 - NAM Retail

The Ops Support Specialist 5 role entails providing operations support services, such as record/documentation maintenance, account maintenance, and imaging. You will also serve as a liaison between operations staff, relationship managers, project managers, custodians, and clients. Your primary objective is to offer day-to-day operations support in alignment with Citi's operations support infrastructure and processes. Your responsibilities will include resolving customer inquiries, supervising escalated issues, and delivering efficient customer service to Citi's clients. You will identify opportunities to provide value-added products and services while complying with laws and regulations governing Telesales. Communication with management on productivity, quality, and MIS indicators is essential, as well as facilitating training for department staff and supporting various products and services. Additionally, you will assist in Lean and process improvement projects, resolve complex problems, assess risks in business decisions, and ensure compliance with laws and regulations. Qualifications for this role include 2-4 years of relevant experience, proficiency in Microsoft Office, comprehensive knowledge of the Dispute process, problem-solving capabilities, and willingness to work occasional weekends for support activities. You should have working knowledge of Pega and/or G36 functionality, CoB testing, and Trust Receipts (TRs), along with demonstrated analytical and mathematical skills. Strong written and verbal communication skills are crucial for this position. This role requires a graduation degree and may involve additional job-related duties as assigned. Citi is an equal opportunity employer, and interested applicants are encouraged to apply for career opportunities. If you require accommodations due to a disability, please review the Accessibility at Citi information. This job description belongs to the Operations Support job family, and it is a full-time position within Citi's operations support department.,