Ops Sup Analyst 1 - C09 - HEREDIA

Job Description

The Ops Sup Analyst 1 is an entry-level position responsible for providing operations support services resolving internal customer queries or addressing customer complaints through service now platform.

Additionally, the Ops Sup Analyst 1 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:

• Fulfilling the clients’ necessities via Service Now tool while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Monitor work progression ensuring completion of assignments by requested due date
• Apply the relevant internal and external policies during the daily processing
• Ensure consistent application of team process controls
• 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.
• Ad-hoc requests and activities as needed

Qualifications:

• Previous customer service experience
• Proficient in Microsoft Office
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills
• English Fluent

Education:

• Bachelor’s degree/University degree or equivalent experience

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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