Merchant Dispute Analyst

The Ops Support Specialist 4 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 4 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.
• Applies judgement in day-to-day work and take ownership of decisions within established procedures, with limited supervision. The role will include assessing situations, address routine issues, and select appropriate actions from defined options. Contribute to completion of assigned tasks by applying practical problem-solving, ensuring work is delivered accurately and within agreed timelines.
• Supports execution of administrative activities by following established processes and ensuring consistency and accuracy of outputs. Applies judgement in addressing routine queries and non‑standard situations within defined scope, including identifying solutions or escalating as required. May assist in ensuring that processes are implemented effectively and outputs meet expected quality and timelines, while responding to evolving requirements within a structured framework.
• Applies domain knowledge and analytical capability to deliver outputs that align with established standards and professional benchmarks. Evaluate business requirements and analyze issues using structured approaches, ensuring accurate and reliable execution within defined scope. Exercise sound professional judgement in interpreting requirements and adapting methodologies, as appropriate, to effectively address work‑related challenges.

Qualifications:

• 1-3 years of relevant experience
• Experience working in a business office or operational environment
• Worked on Merchant Dispute process, Reg E or Reg Z.
• Proficient computer and math skills with a focus on complex databases and spreadsheets
• Demonstrates technical and administrative expertise
• Consistently demonstrates attention to detail
• Demonstrated knowledge of activities, policies, and procedures of a basic work area
• Flexible to work in night shifts.

Education:

• High School diploma or equivalent with 12+3 years of regular graduation.

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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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