The Ops Support Associate is responsible for providing operations support services, performs Regulation E case reviews and dispute investigations on Person to Person transactions which may include Non-Fraud Zelle, Instant Payments and Citi Global Transfers. Additionally, the Ops Support Associate serves as the liaison between operations staff, 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 disputes and inquiries including, but not limited to non fraud Zelle and Instant Payment requests and supervise escalated issues, providing efficient and effective customer service to Citi’s clients
• 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
• Assist with business reporting, including maintaining Monthly Operating Report, Business Scorecards, Business Review templates and the continuity of Business and Resolution planning
• Administer and maintain applications for the generation of dashboard indicators in the effectiveness of processes
• Monitor requirements related to compliance with corporate policies
• Monitor and implement corrective actions derived from MCA reviews and other control entities
• Assist with ongoing Lean and process improvement projects and procedures
• 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:

• 1-3 years of relevant experience in financial investigation case processing
• Proficient in Microsoft Office
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to work unsupervised and apply problem solve capabilities
• Ability to support Continuity of Business (CoB) testing
• Ability to work in fast pace and changing environment
• Ability to analyze data and solve problems
• Proven organizational and time management skills

Preferred Qualifications:

       1-2 years experience working with P2P payment disputes

       1-2 years working with non-fraud billing disputes

Working knowledge of Regulation E

       

Education:

• High School diploma or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

HOP to HOP eligible for listed sites on this posting

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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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Primary Location:

San Antonio Texas United States

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Primary Location Full Time Salary Range:

$43,960.00 - $57,340.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

Oct 02, 2024

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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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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