Citigroup Hiring for C05 – Ops Sup Specialist at Chennai, India Full Time

C05 – Ops Sup Specialist – Agency/Attorney Complaints – Call Recording

Job Description:

The Ops Sup Specialist is responsible for performing complaint reviews submitted to Citi for all Recovery and Collections accounts. The Ops Sup Specialist is also responsible for locating all media files/calls, listen and transcribe the media files/calls, highlighting where the complaint information is located within the call. 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 Analysis of transcripts and call recordings to identify/confirm the identification of complaints

• 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

• 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 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:

• Previous relevant experience preferred

• International call handling

• Banking / Cards Experience

• International Collections experience (Not field collections / calling)

• Excellent MS Office proficiency

• Complaint handling

• Quality exposure

Skill set:

• Excellent Communication

• Excellent listening skills – North America

• Comprehensive & attention to detail

• Proven performance track record with initiatives

Working Hours :

• US Shift – Must be Willing to work in Night shift (IST)

Education:

• Bachelor’s / MBA (10 + 2 +3 Regular)

Experience: 3-5 Years

C05 – Ops Sup Specialist – Agency/Attorney Complaints – Call Recording

Job Description:

The Ops Sup Specialist is responsible for performing complaint reviews submitted to Citi for all Recovery and Collections accounts. The Ops Sup Specialist is also responsible for locating all media files/calls, listen and transcribe the media files/calls, highlighting where the complaint information is located within the call. 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 Analysis of transcripts and call recordings to identify/confirm the identification of complaints

• 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

• 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 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:

• Previous relevant experience preferred

• International call handling

• Banking / Cards Experience

• International Collections experience (Not field collections / calling)

• Excellent MS Office proficiency

• Complaint handling

• Quality exposure

Skill set:

• Excellent Communication

• Excellent listening skills – North America

• Comprehensive & attention to detail

• Proven performance track record with initiatives

Working Hours :

• US Shift – Must be Willing to work in Night shift (IST)

Education:

• Bachelor’s / MBA (10 + 2 +3 Regular)

Experience: 3-5 Years

Job Family Group:

Operations – Core

Job Family:

Operations Support

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.

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Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.