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Job Overview

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 Citis 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 (TRs)
• Demonstrated analytical skills
• 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.

Descripcin de puesto

El Especialista en Apoyo de Operaciones 5 es un puesto de nivel inicial a cargo de brindar servicios de apoyo de operaciones, incluyendo lo siguiente: mantenimiento de documentacin/registros, almacenamiento y obtencin de registros, mantenimiento de cuenta, aspecto y apertura de cuentas en coordinacin con el equipo central de Operaciones. Adems, el Especialista en Apoyo de Operaciones 5 es el enlace entre el personal de operaciones, los gerentes de relaciones, gerentes de proyecto, custodios y clientes. El objetivo general de este rol es brindar apoyo de operaciones cotidianas en cumplimiento de los procesos y la infraestructura de apoyo de operaciones de Citi.

Responsabilidades:

• Resolver consultas de clientes y supervisar temas derivados, brindar servicio de atencin al cliente para los clientes de Citi de manera eficiente y efectiva.
• Identificar oportunidades de ofrecer productos y servicios con valor agregado y cumplir al mismo tiempo con las estrictas leyes y normas que rigen las Televentas.
• Comunicarse a diario con la gerencia sobre la productividad, la calidad, la disponibilidad, los indicadores de Sistema de informacin administrativa (Management Information System, MIS), y brindar comunicaciones escritas y verbales para las reas comerciales correspondientes, para la aprobacin de entradas financieras correctas y la resolucin de las entradas incorrectas.
• Facilitar la capacitacin segn necesidades del personal dentro del departamento y ayudar a responder preguntas del personal dentro de Disputas, segn sea necesario.
• Apoyar una amplia y diversa gama de productos o servicios.
• Ayudar con los proyectos de mejora de procesos y de Lean en curso.
• Resolver problemas complejos segn las mejores prcticas/precedencia, y redirigir segn sea necesario.
• Evaluar adecuadamente el riesgo cuando se toman decisiones comerciales, demostrando una consideracin particular por la reputacin de la empresa y protegiendo a Citigroup, sus clientes y activos, al impulsar el cumplimiento de las leyes, las reglas y los reglamentos correspondientes, acatando la poltica, aplicando un juicio tico slido en relacin con el comportamiento personal, la conducta y las prcticas comerciales y escalando, administrando e informando los problemas de control con transparencia

Experiencia:

• Entre 2 y 4 aos de experiencia relevante.
• Dominio de Microsoft Office.
• Conocimiento integral del proceso de Disputa.
• Capacidad para trabajar sin supervisin y aplicar capacidades de resolucin de problemas.
• Capacidad para trabajar los fines de semana en ocasiones, para apoyo de pruebas COB y lanzamientos de Pega.
• Conocimiento de trabajo de la funcionalidad de Pega o G36, pruebas de Continuidad del negocio (Continuity of Business, CoB) y creacin y resolucin de recibos fiduciarios (Trust Receipts, TR).
• Habilidades analticas y conocimiento matemtico demostrables.
• Demuestra de manera constante habilidades de comunicacin escrita y verbal clara y concisa.

Educacin:

• Diploma de bachillerato o equivalente.

La descripcin de este puesto proporciona una revisin de alto nivel de los tipos de trabajos realizados. Se pueden asignar otras obligaciones laborales segn sea necesario.

• Lugar de Trabajo (Domicilio Laboral)

Corporativo Banamex Santa Fe, Roberto Medelln 800, lvaro Obregn.

• Observaciones Especiales

Trabajo de Lunes a viernes con horario de 9:00 am a 7:00 pm con 2 horas de comida.

Guardias Posibles en fin de semana acorde a operacin.

NIVEL C05

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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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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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