Service Quality Auditor

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Job Overview

The Ops Support Specialist 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 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:

• Follow established procedures to complete complex assignments and resolve problems that require in-depth investigation or research

• Provide team assistance, including serving as subject matter expert, leading special projects, training new hires within work unit, providing daily guidance to lower level employees, and allocation of work, as needed

• Conduct basic analysis and research as well as workflow management

• Support an expansive array of products and services

• Communicate pertinent information to senior managers and support activities that help mitigate organizational loss or impact, 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:

• 7+ yrs of relevant experience preferred

• Experience working in a business office or operational environment

• Production-focused agents responsible for ensuring the efficiency and accuracy of SQ Audits.

• Executes SQ audits, identifies and documents defects, and contributes to the continuous improvement of quality processes.

• Demonstrates technical and administrative expertise

• Proficient in executing manual and automated SQ test cases and performing root cause analysis for identified issues.

• Familiarity with Optimizer work bench, Debt Manager tool, and utilizing version control systems. Demonstrates a strong aptitude for detail and commitment to delivering high-quality audit results.

• Consistently demonstrates attention to detail

• Demonstrated knowledge of activities, policies, and procedures of a basic work area

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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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

Automation Testing, Data Analysis, Data Management, Manual Testing, Operational Process Improvements, Service Quality Assurance.

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