Job Description

JD Summary:- The Ops Support Assistant C05 is an Senior officer level position responsible for providing operations support services, including but not limited to handling queries/complaints pertaining to Disputes/Chargeback, Maintenance on Card Account, Investigation of payments, storage & retrieval of records, additionally, the Ops Support Assistant 5 serves as the liaison between internal & external stakeholders to resolve the queries raised by 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: Utilizes a backend standard operating procedures to handle customer queries/complaints Follow-up on all customer requests/complaints Experience on Disputes/Chargeback/Account Maintenance on Credit Card Account will be added advantage. Should have acted as SME/Trainer for process Identify, research, and resolve customer issues Maintains detailed knowledge of a subset of product and service offerings to customers Analyzes risk areas and identifies solutions to meet customer\'s needs Ensuring Information security for sensitive data Accurate reporting of MIS/Timekeeping Undertake other assignments as given by the Team Lead/Manager Apply professional attitude and image for all internal and external customers Assist unit manager by providing guidance to all levels of staff regarding processes and operating procedures Coordinate team efforts to ensure the efficiency of quality, timeliness, and general operation to maintain workflow of the department Evaluate equipment and staff resource allocation and help identify potential issues that may impact department workflow Interact with internal departments and external clients to resolve issues and concerns Monitor \'In process,\' work to meet business and quality standards Assist in making decisions within established procedures that balance the needs of the employee, company, and customer Support and expansive array of products and services and serve as the team subject matter expert 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:- 15 or 16 years of full time graduation in any stream, preferably from commerce and arts background 18 Months-5 years of maximum experience, preferably from Banking or customer service/Backend Operations of any industry type Preferences:- Must possess excellent PC and keyboarding skills (40 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 Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established Must possess procedure driven judgment in order to find the best solution to an issue Must be goal oriented Preferred personal attributes: Highly motivated & self-driven Result orientated Customer orientated Analytical thinking Shift of operations:- Shift timings: 24/7, predominantly 0530, 1530,1630,1830,2030 IST login timings. Should be comfortable working any 5 days a week. Job Family Group: Operations - Services Job Family: Fraud Operations Time Type: Full time Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Citigroup Inc. and its subsidiaries (\'Citi\') invite all qualified interested applicants to apply for career opportunities. 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 . View the \'\' poster. View the . View the . View the

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