This position researches all channels Originations ledger outages and resolves or escalates customer and/or financial impacting outages. This could include interacting with closing agents, escrow companies and internal departments. This position helps to identify if CD corrections are needed and route to correct team.

• 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:

• Reconcile Retail, Correspondent, Home Equity and Private Bank loans-in-process general ledger discrepancies after Empower close-off. Also reconcile closing cost and subsidy receivable ledger accounts. Candidate should be able to research complex general ledger outages to determine correct path to resolution as well as research/resolve issues from closing agents related to post-close discrepancies identified.
• Be able to identify, validate issues and take the necessary steps to resolve in a timely manner. This will require interaction with internal and external resources to include Closing Agents, Escrow Companies and a large variety of internal departments. Candidate must have strong communication and analytical skills. A detailed understanding of the current product mix and a production focused mentality is required.
• Must be able to independently deliver timely and accurate resolution to escalated loan issues which are of a complex nature while maintaining turn times. This position requires a broad understanding of the Retail loan process and familiarity with Retail loan documents. Identifies trends in loans-in-process discrepancy root causes (whether internal or external) and recommends solutions.
• Manage all incoming emails from internal and external sources to our department inboxes.
• Must have the ability to prioritize, multitask and be very organized to handle the incoming volume of communications. Must treat all inquiries with a sense of urgency and route the communications quickly and correctly for resolution. To adequately manage these inboxes, must be familiar with the first mortgage escrow and property tax process, mortgage origination/servicing process, mortgage loan documents, Correspondent post purchase adjustment policies/guidelines and Corp Relocation billing/payment receipt process.
• Research complex Correspondent Post Purchase issues to determine correct resolution path and research/resolve issues from Correspondents and various internal departments related to post-purchase discrepancies identified.
• Assist with providing solutions to inbound customer inquiries through effective problem solving and decision making.
• Develop and apply thorough knowledge of practices and procedures to accomplish team goals.
• Assist immediate manager with team motivation and performance monitoring.
• Mentor associates to improve individual performance.
• Consistently achieve individual and team performance targets under little to no direct supervision.
• 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:

• Minimum of 1-2 years mortgage origination/servicing experience and working knowledge of mortgage loan documents (including Closing Disclosure, Note, Appraisal/Inspection reports, and Initial Escrow Account disclosures)
• Prior Closing experience as well as working knowledge of loan originations and servicing systems (including Empower, Citilink, Document Repository, Batch Doc Exporter, and Full Suite/Recon Frontier)
• Proficient in Microsoft Office Suite (specifically Excel, Word, and Access)
• Excellent technical and data entry skills, including utilizing a 10-key touchpad
• Prior accounting experience and demonstrated knowledge and understanding of basic accounting principles
• Prior knowledge of legal, regulatory, investor, and CMI guidelines
• Extreme attention to detail and very strong analytical skills to research issues and determine appropriate resolution
• Effective verbal and written communication skills are a must due to the immense internal and external customer contact in all of the job functions
• Proven ability to meet or exceed established productivity, development and quality measures with minimal supervision and a desire for advancement opportunities
• Ability to identify and implement new techniques and procedures that enhance efficiency procedural and creatively solve problems
• Ability to identify training deficiencies and develop appropriate solutions to pass along to department management
• Excellent influencing and relationship management skills

Job Family Group:

Risk Management

Job Family:

In-Business Risk

Time Type:

Full time

Primary Location:

Ofallon Missouri United States:

Primary Location Full Time Salary Range:

$46,600.00 - $60,800.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

Anticipated Posting Close Date:

Apr 15, 2026

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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 Accessibility at Citi.

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