Ops Support Specialist 5 - C05

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, tax reporting, account maintenance, reviewing RSM service requests/financials and supporting the processing teams as a SME 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 within the current procedures to ensure adherence to strict laws and regulations

• 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

• 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 Tax Reporting for business accounts and process

• Working knowledge of Eclipse and RSM, Continuity of Business (CoB) testing, Citismart and Systematics

• Ability to work unsupervised and apply problem solve capabilities

• Ability to work occasional weekends to support Maintenance overtime and COB testing

• 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.