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Officer Card Operations

2 weeks ago

Pune, India Citi Full time

The Ops Support Specialist 4 is an entry-level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Support Specialist 4 serves as the liaison between operations staff, relationship managers, project managers, custodians 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.

**Responsibilities**:
Follow established procedures to complete complex assignments and resolve problems that require in-depth investigation or research
Conduct basic analysis and research as well as workflow management
Support an expansive array of products and services
Communicate pertinent information to senior managers and support activities that help mitigate organizational loss or impact, as needed

**Qualifications**:
1-3 years of relevant experience
Experience working in a business office or operational environment
Proficient computer and math skills with a focus on complex databases and spreadsheets
Demonstrates technical and administrative expertise
Consistently demonstrates attention to detail
Demonstrated knowledge of activities, policies, and procedures of a basic work area

**Education**:
High School diploma or equivalent

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

**JD Summary**:
- The Ops Support Assistant 4 is an entry-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 Ops Support Assistant 4 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.
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
Assist in making decisions within established procedures that balance the needs of the employee, company, and customer

**Qualifications**:
- 15 or 16 years of full time graduation in any stream, preferably from commerce and arts background
0-2 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.
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- **Job Family Group**: Operations - Core
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- **Job Family**: Operations Support
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- **Time Type**: Full time
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- 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.

View the " EEO is the Law " poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting