Officer: Operations Support Specialist
Location
India | India
Job description
Job Description
Are you ready for a comeback?
If you are a woman looking to restart your career after a break , the “ Citi India : Return to Work ” Program brings you a unique opportunity designed to help you transition from a career break into a career within financial services here at Citi. You may have already worked in the finance sector, the tech sector or another industry all together!
We value your knowledge, skills and experience and we believe that hiring people from different backgrounds with diverse perspectives leads to greater innovation and higher engagement in the workplace. We are looking for people who are passionate, innovative, eager to learn, with a desire to grow, who want to be part of Citi, supporting processes across geographies, which will give you an enriching experience and growth trajectory.
The “ Citi India : Return to Work ” program will also enable returners with a 12 month development journey designed to accelerate progress and impact. It focusses on a structured and in-depth assimilation, providing ample opportunities to hone corporate skills and enable a professional support network to fast-track success after a time-out from employment.
Overview:
The Ops Support Specialist position is 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.
Eligible candidates:
- Bachelor's degree or equivalent, advanced degree is preferred
- Experience: 1 to 10 years in Retail banking operations or similar
- Candidates should be flexible to support in US working hours (Night shifts)
We are hiring for below operations:
Financial Services Operations
- Financial Services Operations performs Payment Servicing, Payment Utility and Financial services investigations for Retail Bank and Credit cards.
- It also supports all the In-clearing and POD checks are verified and modified in order to be posted to the customer’s account. This includes both debit and credit to the customer’s account and coordinate for accounting financial adjustments due to returned deposited items or as request by the branch or client.
- Role responsibilities includes but not limited to; Timely and accurate completion of complex tasks, data validations of products in support of operations, audit and agency initiatives.
- 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 based on risk exposure.
- Support the Branch Client Services department which performs account maintenance and servicing on Retail Bank Accounts as required by regulatory rules.
- Exposure in retail bank reconciliation is highly preferred
Chat Operations:
- Utilizes Live Chat platform to respond to service inquiries from customers and provide a comprehensive resolution to the complaints/queries
- Follow-up on all customer requests via chat and email
- Maintains detailed knowledge of product and service offerings to customers
- Analyzes risk areas and identify solutions to meet customer's needs
- Ensuring Information security for sensitive data
- Helps to teach our customer how to self-service through our internet website
- Balancing NPS and ensuring a positive customer experience while managing/minimizing operating losses
- Accurate reporting of MIS/Timekeeping
- Undertake other assignments/projects as given by the Team Lead/Manager
- Apply professional attitude and image for all internal and external customers
- Liaising with various departments and also do account level system maintenances while resolving customer queries/complaints
- Must possess excellent PC and keyboarding skills (30 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
Credit Card Operations:
- The candidate will be responsible to work on Cards Disputes & Fraud Operations, Project and Process Management with a mandate to optimize the operating model to support business and product expansion.
- Familiarity and understanding of retail banking industry with strong understanding of credit / debit card disputes process preferred
- Effective Communication for both internal and external stakeholders providing regular updates on the operations; develop strong working relationship between the Consumer Ops site team, North America Operations team
- Effective escalation procedures to raise potential reputational risks and franchise issues, maintain a robust COB plan
- Focus on service quality and customer satisfaction
- Responsible for achieving and monitoring aggressive team performance targets: productivity, quality and customer satisfaction, meet/exceed business plan financial commitments (unit cost)
- Good understanding of VISA / Mastercard dispute life cycle with knowledge of Reg E / Reg Z policy is an added advantage
KYC Operations:
The KYC Operations Analyst is responsible for Anti-Money Laundering (AML) monitoring, governance, oversight and regulatory reporting activities in coordination with the Compliance and Control team. The overall objective of this role is to develop and manage a dedicated internal KYC (Know Your Client) program at Citi.
Responsibilities:
- Assist Citi on KYC efforts in accordance to the NAM Retail AML KYC Ops (NTB) procedures
- Subject Matter Expert, acts as a backup UM
- Perform KYC reviews (Scheduled & Unscheduled Reviews for Client types across varied risk classes) including monitoring and tracking of KYC records, assisting with the development and execution of action plan for expiring records, and ensuring records are not past due
- Determining if the accounts are in scope
- Client Identification, Verification and Screening
- Information such as customer’s address, employment (including employer), connectivity to PEP/SPF (Sanctions Screening), will be validated and confirmed. These will be validated based on existing information available or through approved third party sites. Based on the results, enhanced due diligence checks will be performed which include negative news and social media checks
- Partner with internal units to ensure adequate due diligence process is carried out for customer accounts and documentation reviews
- Ensure all information and documentation comply with local regulation and Citi standards
- Send the requests to Outreach/RM for accounts where information is required to complete the review
- Any suspicious product usage from AML perspective gets highlighted to senior management for further reviews promptly
- Ensure to maintain quality standards (90% and above) for the KYC reviews undertaken
- Ensure any tech issue/procedural clarifications gets highlighted to managers for further review and guidance
- Ensure to get Quality Control (QC) review done on files prior to submission and respond/correct any discrepancies identified during QC reviews
- Submit record for Business Approval once review is complete and respond/correct any discrepancies identified during BA reviews
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Job Family Group:
Operations - Core
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Job Family:
Operations Support
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Time Type:
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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.
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