Job 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 and the 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. Responsibilities:

• Perform daily reconciliation of multiple portfolios based on the knowledge of accounting treatment of entries
• Research & Investigation on open reconciliation items and identify any risk by gathering, analyzing, summarizing, and interpreting data
• Performing daily matching for all reconciliations in Recon Frontier by certain criteria and analyzing, coordinate with multiple teams on open exception items
• Prevent financial loss by identifying and investigating potential fraud cheques and inform the RBC Investigation Team about the fraudulent checks for the reversal within 1 business day
• Handle third party agencies wire and payment recons
• Prepare and post the Journal entries based on the open items/exceptions
• 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