Ops Support Specialist - C05

The Ops Support Specialist 5 is an entry-level position responsible for providing operations support services, including but not limited to reviewing and servicing customer queries related to their credit card disputes. Additionally, the Ops Support Specialist 5 serves as the liaison between operations staff 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.

Top 3 Risk if not fulfilled: Delay in Transition/ Inadequate capacity could result in negative SLA metric impact, regulatory risk and increase overtime. This req# is raised for Criticality 3 process. The role is for Individual Contributor and will not have any people reporting. 100% of their time will be spent on Dispute investigations.

Responsibilities:

• Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi’s clients
• 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
• Minimize/reduce operations Loss for the Disputes team
• 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 Supporting management in completion of assignments to meet multiple, aggressive deadlines. Ability to analyze and provide input to Team Managers based on department procedures and escalates issues to team managers.

Qualifications:
• 2-4 years of relevant experience
• Proficient in Microsoft Office
• Comprehensive knowledge of Dispute process
• Comprehensive knowledge of filing pre arbitration and arbitration process
• Ability to work unsupervised and apply problem solving capabilities
• Ability to work occasional weekends to support Pega releases and COB testing
• Working knowledge of Pega and/or G36 functionality, Continuity of Business (CoB) testing,
• 24*7 shifts including late night (IST) shift start timings
• Demonstrated analytical skills and mathematical knowledge
• Consistently demonstrates clear and concise written and verbal communication skills

LOCATION: Chennai, IN
Education:
• Bachelor’s degree/University degree or equivalent experience