Service Relationship Associate

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Job Overview

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:

• Service Relationship Associate, review customer needs and proactively engage with the customer to validate the understanding of the needs and provide resolution based on customer needs.
• The successful candidate will be responsible for addressing all categories of requests received in designated mailboxes administered by the SRA team, including but not limited to:
• Investment Operation support, Request Handling & Account Maintenance and MIS / Reporting & Data Compilation
• Responsible for executing day to day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support.
• Ensure consistently strong and proactive support is given to Relationship Managers through timely and error-free execution of trades, and all other aspects of service and customer relationship management.
• Ensure coverage of all the relationships through customer engagements.
• Ensure all aspects of the department’s administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business.
• Compliance, Risk & Controls.
• Ensure coverage of all relationships through customer engagements, follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.).
• Identify opportunities for process/service improvements and volunteer in process improvement initiatives to help Business achieve its objective in Building Customer Satisfaction and Loyalty as well as operating efficiency.
• Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc.
• No operational risk events/breaches.
• Continue to ensure that Compliance & Regulatory risks are adequately addressed and that the Business unit is in Audit ready state at all points of time.
• Accelerate delivery of service through Analytical thinking and Automation with focus on process simplification & Accuracy.
• Be the Maker / Checker profile on Documentations.
• Ensure that KYC/AML and other compliance norms are strictly adhered to.
• Follow all the operational risk mitigants implemented in BAU, through checklists, process manuals, etc. No operational risk events/breaches.
• To ensure all work processes are executed in compliance with Bank’s policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirement.
• Complete/follow-up documentation for client’s transaction/investment needs or due diligence purpose.
• Follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.).
• Follow the bank’s processes for verification of documents, processing of instructions, servicing of clients and resolution of complaints/queries.
• Proven experience in banking operations, back-office support, or a similar role within the financial services industry.
• Strong understanding of various banking products and services, including deposits, loans, investments (mutual funds, bonds), leverage loans, and card services.
• Familiarity with financial regulations and compliance requirements (e.g., CRS/SOW/W8ben/W9 forms).
• Excellent organizational skills and attention to detail, with the ability to manage multiple tasks and prioritize effectively.
• Proficiency in data compilation, analysis, and report generation.
• Strong communication skills, both written and verbal, to interact effectively with internal stakeholders and operations teams.
• Reconsolidation of the request received vs processed.
• Ability to work in a fast-paced, high-pressure environment and meet strict deadlines

Qualifications:

• 2-4 years of relevant experience
• Proficient in Microsoft Office
• Comprehensive knowledge of Dispute process
• Ability to work unsupervised and apply problem solve capabilities
• 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
• Consistently demonstrates clear and concise written and verbal communication skills

Education: Graduate

Shifts: Flexibility for work in shifts 10.30 AM to 7.30 PM and 11.30 AM to 8.30 PM

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

For complementary skills, please see above and/or contact the recruiter.

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