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.
Core Responsibilities:
Process customer instructions related to account servicing, account closure & customer complaints.
Track and Work within the required Service Levels
Manage different work queues and assist with the production of department MIS and reporting.
Takes personal responsibility for own performance, identifying enhancements to processes that realize tangible benefits.
Delivery of a high level of customer service to both internal and external customers
Key Deliverables:
Verify and process customer requests/instructions through various channels ensuring proper due diligence. Overview communication to the customer and resolution of investigation cases within designated time frames, if required
Follow through tasks and take ownership to ensure they are completed to the required standards.
Adhere to policies, standard framework decided stated by the company to meet client need.
Meeting all Control and Compliance requirements and updating procedures as required
Ensure day to day operations are performed and SLAs are met as per agreed for all businesses.
Timely and accurate processing and customer resolution
Timely escalation on incomplete/delayed processing
Experience:
Bachelor's degree with minimum 3 -5-years of Consumer banking experience is preferred.
Exposure to Account servicing operations including reconciliation would be an added advantage.
Skills:
Flexible to work in UK time zone and holidays.
Excellent communications skills, both verbal and written.
Good Microsoft skills including Excel, Word and Outlook
Knowledge of risk & controls to resolve first level escalated inquiries.
Computer literate and ability to grasp several in house systems quickly.
Demonstrates collaborative competency
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Operations - Core------------------------------------------------------
Job Family:
Operations Support------------------------------------------------------
Time Type:
Full time------------------------------------------------------
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