The Ops Support Specialist 5 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 5 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:

• Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi’s clients
• Identify opportunities to offer value added products and services while adhering to strict laws and regulation governing Telesales
• 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
• 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
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-4 years of relevant experience
• Proficient in Microsoft Office
• Comprehensive knowledge of Dispute process
• Ability to work unsupervised and apply problem solve 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, and creating and resolving Trust Receipts (TR’s)
• Demonstrated analytical skills and mathematical knowledge
• Consistently demonstrates clear and concise written and verbal communication skills

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.

Account instructions are reviewed and processed at the agreed Services Level Standards and within the necessary control environment.

Core Responsibilities:    
1.Ensure the responsible controls for Account Opening, Closure and Maintenance are followed and strictly enforced.
2.Deliver a customer experience that is professional and timely.
3.Complete necessary data entry in bank systems to facilitate Account Opening, Closure and Maintenance activities.
4.Review Account Opening, Closure and Maintenance documents received to ensure receipt of all required documentation and that they are appropriately authorised.
5.Verify actions taken by the processing staff in the system to set up and maintain the accounts are correctly completed and procedures have been followed.
6.Action all Account Opening, Closure and Maintenance reviews within the agreed SLA.
7.Complete required report verification activities.
8.Assist with the production of department MIS and reporting.
9.Flexibility to work in early morning & late night shifts

Education: Bachelor’s/MBA

Experience: 
1.3-5 years experience in banking operation, Operational process management
2.Should have good comprehension skills & be attentive to details 
3.Should have good communication skills
4.Should be able to make sound decisions based on information on hand
5.Customer focused
6.Demonstrated strengths across  Risk/Controls and Client Excellence
7.Exposure to Payments / Funds transfer process will be an added advantage

Skills:    
1.Knowledge of Microsoft Office Applications (Excel, Word, PowerPoint)
2.Good oral and written communication skills (call outs to customers)
3.Good customer service skills, service oriented
4.Attention to details, high level of accuracy and productivity.
5.Meticulous, with good initiative & independence, communication skills

Professional Attributes
1.Able to maintain good rapport with peers and supervisors
2.Values attendance and punctuality
3.Strictly observes deadlines and cut-off times

Personal Attributes
1.Good comprehension skills
2.Has decision-making abilities
3.Values integrity
4.Organized and systematic
5.Hardworking and patient

Other:
1.Incumbent will be required to work a shift that incorporates Australian Business hours
2.Incumbent will be required periodically to assist with system testing for technology upgrades and Business Continuity Planning (BCP).  Some testing will occur on weekends.