Job Description
C05 - Ops Sup Specialist - Agency / Attorney Complaints - Call Recording
Job Description :
The Ops Sup Specialist is responsible for performing complaint reviews submitted to Citi for all Recovery and Collections accounts.
The Ops Sup Specialist is also responsible for locating all media files / calls, listen and transcribe the media files / calls, highlighting where the complaint information is located within the call.
The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.
Responsibilities :
• Perform Analysis of transcripts and call recordings to identify / confirm the identification of complaints
• 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
• 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 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 :
• Previous relevant experience preferred
• International call handling
• Banking / Cards Experience
• International Collections experience (Not field collections / calling)
• Excellent MS Office proficiency
• Complaint handling
• Quality exposure
Skill set :
• Excellent Communication
• Excellent listening skills - North America
• Comprehensive & attention to detail
• Proven performance track record with initiatives
Working Hours :
US Shift - Must be Willing to work in Night shift (IST)
Education :
Bachelor's / MBA (10 + 2 +3 Regular)
Experience : 3-5 Years
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, ****** 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 .
Job Description :
The Ops Sup Specialist is responsible for performing complaint reviews submitted to Citi for all Recovery and Collections accounts.
The Ops Sup Specialist is also responsible for locating all media files / calls, listen and transcribe the media files / calls, highlighting where the complaint information is located within the call.
The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.
Responsibilities :
• Perform Analysis of transcripts and call recordings to identify / confirm the identification of complaints
• 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
• 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 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 :
• Previous relevant experience preferred
• International call handling
• Banking / Cards Experience
• International Collections experience (Not field collections / calling)
• Excellent MS Office proficiency
• Complaint handling
• Quality exposure
Skill set :
• Excellent Communication
• Excellent listening skills - North America
• Comprehensive & attention to detail
• Proven performance track record with initiatives
Working Hours :
US Shift - Must be Willing to work in Night shift (IST)
Education :
Bachelor's / MBA (10 + 2 +3 Regular)
Experience : 3-5 Years
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, ****** 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 .
💡 Quick Summary
Seeking a career-building opportunity? The Ops Support Specialist | Collections | C05 position is now open for candidates interested in the MIS Executive sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.
