The Ops Support Specialist 2 is an entry-level position responsible of delivering lean and agile HR support services, answering, and quickly resolving employee's questions across the NAM Region, providing guidance in a wide variety of products such as payroll, compensation, benefits, application support, among others. Use of multiple channels such as phone and Service Now cases to interact with employees, former employees and third parties to solve the most common inquiries or to move the requests to the appropriate groups within the HR Delivery organization.

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.

Job Responsibilities:

Provide customer solutions with seamless delivery of service and solve employee’s inquiries by answering calls and cases in a contact center environment. Required to solve problems and investigate/resolve a wide variety of general inquiries that include gathering additional information, setting expectations, and working with the specialists when needed to fulfill the requests.

Requirements:

English level: Intermediate-advanced

HR Experience

Knowledge in Workday or SNOW systems (desirable)

High school diploma required.

MS Office (Excel, Power Point, Word, Outlook)

Analytical and problem-solving skills.

Consistently demonstrates clear written and verbal communication skills.

Adaptable to changes

Managing Diversity & Cross-Cultural Understanding

Teamwork

Desirable:

Customer service previous experience

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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.

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