Ops Support Assistant

The Ops Support Assistant 5 is an Senior officer 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 5 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
- 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

**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 Support Assistant 5 is an Senior officer 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 5 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
- 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 departme