Ops Sup Analyst, Citi

Citi

Location:
India, Chennai

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Ops Sup Analyst 1 is responsible for providing operations support services, acting as the liaison between operations staff, team managers, and stakeholders. They assist in servicing customer queries related to credit card disputes. The role includes 100% focus on disputes investigation activities, with responsibilities such as resolving customer inquiries, supporting process improvements, and ensuring compliance with company policies.

Job Responsibility:

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
serve as a backup for manager, as needed
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

Requirements:

Previous relevant experience preferred
proficient knowledge in write offs, filing pre-arbitration and arbitration required
proficient in Microsoft Office
general knowledge of client reporting across the industry and our competitors
proven organization and time management skills
demonstrated problem-solving and decision-making skills
consistently demonstrates clear and concise written and verbal communication skills
comprehensive knowledge about disputes process
ability to work 24*7 shifts including late night (IST) shift start timings

What we offer:

Equal opportunity employer
best-in-class benefits for employees to be well, live well, and save well

Additional Information:

Job Posted:
July 16, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Ops Sup Analyst