The Ops Sup Analyst 1 is an Senior officer/ SME at C09 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 employee 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.
The Ops Sup Analyst 1 is an Senior officer/ SME at C09 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 employee 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 – 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.
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 Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .
View the “EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) ” poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .
View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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