Ops Support Specialist, Citi

Citi

Location:
India, Chennai

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

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 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

Requirements:

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
Bachelor’s degree/University degree or equivalent experience

Additional Information:

Job Posted:
June 05, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Ops Support Specialist