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 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
**Qualifications**:
- 2-4 years of relevant experience
- Proficient in Microsoft Office
- Comprehensive knowledge of Dispute process
- 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.
**Escolaridad**:
Licenciatura o Ingeniería (trunca, pasante o con título) de las siguientes áreas/especialidades: Informática, Economía, Administración, Actuaria, Contabilidad.
**Experiência**:
**Mínimo 1 años de experiência** en área operativa de Cobranza/Contabilidad de seguros y facturación electrónica (CFDI).
**Conocimientos específicos y/o técnicos indispensables**:
- Facturación Electrónica CFDI versión 4.0
- Manejo de bases de datos (más de 1 millón de registros) en Access y Excel
- Nível Intermedio.
- Paquetería de Microsoft (Word, Excel, Power Point) - Nível Intermedio
- Explicación de resultados y generación de presentaciones.
- Administración de la Cobranza de productos de Seguros
**Habilidades**:
- Excelentes capacidades de organización y de gestión del tiempo
- Atención a los detalles
- Elevada capacidad de análisis
- Proactividad
- Tolerancia a la frustración
- Adaptabilidad al cambio
- Actitud de servicio
- Trabajo en equipo
- Compromiso
- Orientación a resultados
- Sentido de urgencia
- Apego a normas
**Funciones generales**:
- Conocimiento en proceso de CFDI y facturación electrónica.
- Manejo de procesos operativos de CFDI según la normativa fiscal actual.
- Experiência en procesos de cobranza batch.
- Validación y conciliación de información masiva.
- Generación de indicadores y reportes operativos a dirección
- Control de cada etapa del proceso operativo a cargo
- Seguimiento de incidentes tecnológicos y operativos.
- Resolución de aclaraciones y quejas
- Presentación de resultados.
- **Job Family Group**:
Operations - Core
- **Job Family**:
Operations Support
- **Time Type**:
Full time
- 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.
View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.
View the **EEO Policy Statement**.
View the **Pay Transparency Posting