[Hiring] Operations Support Specialist @Citi

Role Description

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
• 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.

• 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 regulations governing Telesales
• Communicate daily with management on productivity, quality, availability, Management Information System (MIS) indicators
• Provide 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
• Drive compliance with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices
• Escalate, manage, and report control issues with transparency
• Apply judgment and decision-making in day-to-day work with limited supervision
• Evaluate situations, resolve issues, and identify appropriate courses of action based on experience and established guidelines
• Contribute to delivery of work by ensuring quality, timelines, and outcomes
• Influence execution through coordination, follow-ups, and guidance as required
• Review outputs, provide direction where needed, and address gaps to ensure work is completed to expected standards
• Take ownership of decisions and deliverables within defined scope
• Ensure effective execution of administrative activities within the function by driving consistency, quality, and timeliness of outputs
• Apply judgment in interpreting requirements and addressing non-routine situations
• Contribute to the smooth functioning of the business area by responding to evolving priorities
• Support implementation of processes and ensure reliable and efficient delivery aligned to operational expectations
• Apply domain expertise and advanced analytical capability to deliver outputs aligned with established standards and professional benchmarks
• Evaluate business requirements by analyzing complex issues, forming well-reasoned views, and recommending practical, implementable solutions
• Apply structured thinking, analytical rigor, and creativity in approaching work
• Exercise sound professional judgment in interpreting requirements and determining appropriate courses of action

Qualifications

• 2-4 years of relevant experience
• Proficient in Microsoft Office
• Comprehensive knowledge of Dispute process
• Ability to work unsupervised and apply problem-solving capabilities
• Demonstrated analytical skills
• Consistently demonstrates clear and concise written and verbal communication skills

Requirements

• High School diploma or equivalent

Benefits

• Medical, dental & vision coverage
• 401(k)
• Life, accident, and disability insurance
• Wellness programs
• Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays