Job Description

The Fraud Ops Analyst C09 is an entry level position responsible for assisting in efforts to ensure fraud risk policy and controls are applied to minimize the impact of fraud incidence and prevent loss in coordination with the Fraud Operations team. The overall objective of this role is to assist in managing fraud losses by ensuring analysts make appropriate decisions using risk/reward balance methodology.

Responsibilities:

• Perform short and long term forecasting analysis and standardized fraud analysis
• Make judgments based on practice and precedence, and work within guidelines, under general supervision
• Develop and maintain working knowledge of business/industry standards and practices
• Demonstrate fundamental understanding of how the team interacts with others in accomplishing the objectives of the area
• Identify inconsistencies in data or results, and exchange information in a concise and logical way
• Impact the business directly through the quality of the tasks/services provided
• 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:

• Relevant experience in a related role
• Knowledge and previous experience in the Investigation and Fraud claims process
• Experience in trend analysis and alerts in early fraud detection
• Extensive knowledge of the Bank\'s Transactional Processing platforms
• Proficient in Microsoft Office and Access
• Consistently demonstrates clear and concise written and verbal communication
• Demonstrated ability to remain unbiased in a diverse working environment

Education:

• Bachelor\xe2\x80\x99s degree/University degree or equivalent experience

JD Summary:-

The Ops Sup Analyst 1 is an Senior officer/ SME at C09 level position responsible for providing operations support services, including but not limited to; handling queries/complaints pertaining to Disputes/Chargeback, Maintenance on Card Account, Investigation of payments, storage & retrieval of records, additionally, the employee serves as the liaison between internal & external stakeholders to resolve the queries raised by 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:

• Utilizes a backend standard operating procedures to handle customer queries/complaints
• Follow-up on all customer requests/complaints
• Experience on Disputes/Chargeback/Account Maintenance on Credit Card Account will be added advantage.
• Should have acted as SME/Trainer for process
• Identify, research, and resolve customer issues
• Maintains detailed knowledge of a subset of product and service offerings to customers
• Analyzes risk areas and identifies solutions to meet customer\'s needs
• Ensuring Information security for sensitive data
• Accurate reporting of MIS/Timekeeping
• Undertake other assignments as given by the Team Lead/Manager
• Apply professional attitude and image for all internal and external customers
• Assist unit manager by providing guidance to all levels of staff regarding processes and operating procedures
• Coordinate team efforts to ensure the efficiency of quality, timeliness, and general operation to maintain workflow of the department
• Evaluate equipment and staff resource allocation and help identify potential issues that may impact department workflow
• Interact with internal departments and external clients to resolve issues and concerns
• Monitor \xe2\x80\x9cIn process,\xe2\x80\x9d work to meet business and quality standards
• Assist in making decisions within established procedures that balance the needs of the employee, company, and customer
• Support and expansive array of products and services and serve as the team subject matter expert
• 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:-

• 15 or 16 years of full time graduation in any stream, preferably from commerce and arts background
• 18 Months-5 years of maximum experience, preferably from Banking or customer service/Backend Operations of any industry type

Preferences:-

• Must possess excellent PC and keyboarding skills (40 WPM \xe2\x80\x93 typing speed; 90% accuracy)
• Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation
• Must possess good analytical skills
• Courteous with strong customer service orientation
• Dependable with proficient attention to detail
• Persuasiveness and a willingness to resolve customer queries
• Must possess superior observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established
• Must possess procedure driven judgment in order to find the best solution to an issue
• Must be goal oriented

Preferred personal attributes:

• Highly motivated & self-driven
• Result orientated
• Customer orientated
• Analytical thinking

Shift of operations:-

• Shift timings: 24/7, predominantly 0530, 1530,1630,1830,2030 IST login timings.
• Should be comfortable working any 5 days a week.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.



Job Family Group: Operations - Services



Job Family: Fraud Operations



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.

Citigroup Inc. and its subsidiaries ("Citi\xe2\x80\x9d) 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 .

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