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

Core Responsibilities:

• Process customer instructions related to account servicing, account closure & customer complaints.
• Track and Work within the required Service Levels
• Manage different work queues and assist with the production of department MIS and reporting.
• Takes personal responsibility for own performance, identifying enhancements to processes that realize tangible benefits.
• Delivery of a high level of customer service to both internal and external customers

Key Deliverables:

• Verify and process customer requests/instructions through various channels ensuring proper due diligence. Overview communication to the customer and resolution of investigation cases within designated time frames, if required
• Follow through tasks and take ownership to ensure they are completed to the required standards.
• Adhere to policies, standard framework decided stated by the company to meet client need.
• Meeting all Control and Compliance requirements and updating procedures as required
• Ensure day to day operations are performed and SLAs are met as per agreed for all businesses.
• Timely and accurate processing and customer resolution
• Timely escalation on incomplete/delayed processing

 Experience:

• Bachelor's degree with minimum 3 -5-years of Consumer banking experience is preferred.
• Exposure to Account servicing operations including reconciliation would be an added advantage.

Skills:

• Flexible to work in UK time zone and holidays.
• Excellent communications skills, both verbal and written.
• Good Microsoft skills including Excel, Word and Outlook
• Knowledge of risk & controls to resolve first level escalated inquiries.
• Computer literate and ability to grasp several in house systems quickly.Demonstrates collaborative competency

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

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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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