Service Process Coordinator

Citi • O’Fallon, MO

3d • Onsite

About The Position

The Service Process Coordinator performs relatively complex assignments, specifically focusing on official check and money order activities. This role has a direct impact on the business by ensuring the quality of tasks and services, monitoring workflow activities, and providing expert support. The coordinator works under little to no direct supervision, applies working knowledge of technical and professional principles and concepts, and possesses in-depth knowledge of team objectives. They understand how assigned duties contribute to the team's work and how units coordinate efforts to achieve functional objectives. This role ensures quality and service for themselves and others, and may recommend new options to enhance productivity within guidelines. Basic knowledge of the organization, the business, and its policies is required. They are typically responsible for resolving basic to moderately complex problems based on practice and precedence and are able to assess the applicability of similar experiences to evaluate options in circumstances not covered by procedures.

Requirements

• 2-4 years relevant experience
• Proficient in Microsoft Office and Acrobat Adobe
• Experience within Financial Services or Operations
• Comprehensive knowledge of official check and money order processes
• Ability to work unsupervised and apply problem solving capabilities
• Demonstrated analytical skills and mathematical knowledge
• Consistently demonstrates clear and concise written and verbal communication skills

Responsibilities

• Supports Retail Bank branches, back-office operations, and processors by addressing complex inquiries and managing non-routine queues related to official checks and money orders.
• As a subject matter expert, resolves complex issues under limited supervision and contributes to team projects, including process improvements and procedure updates.
• Applies working knowledge of audit and control guidelines and supports audit walkthroughs.
• Monitors and analyzes workflow activities within official check and money order operations to ensure efficiency, compliance, and timely resolution of issues.
• Regularly mentors and trains onshore and offshore service processors or new team members and completes new hire access.
• Communicates daily with management on productivity, quality, availability, Management Information System (MIS) indicators, as well as providing written and oral communications to supported business areas for approval of correct financial entries and resolution of incorrect entries
• Identifies problems/process improvements, troubleshoots issues, and participates in testing to ensure that systems are functioning properly and help resolve problems.
• Applies in-depth knowledge of official check and money order processes, technical principles, and team objectives as first line of escalation for the team.
• Represents department at intra-departmental meetings and on various intra-department projects.
• Typically uses tact and diplomacy when exchanging complex or sensitive information with internal contacts or customers.
• 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.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED