Job Description

JD Summary:-

The Ops Support Assistant 5 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.

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

JD Summary:-

The Ops Support Assistant 5 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.

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



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 .

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