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:

• Utilizes a 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
  Qualifications-External:

  Overall 0 - 3  years of relevant experience
  Sound presentation and analytical skills
  Strong problem solving skills and detail-oriented
  Preferences:

  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
  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:

  US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week