Citi Service Center (CSC) Americas is looking to improve its Trade Service Professional (TSP) operations for Trade products in Latin America by enhancing customer service, processing efficiency, and identifying new business opportunities.
Requirements
- A good working knowledge on MS Excel, Outlook, MS Office, and experience with web-based applications is required
- Knowledge of CDCS will be a plus.
- Understanding of the rules and regulations that apply to LC’s-ISP98, UCP600, ISBP, will be a plus.
- Exhibit strong problem-solving capabilities to address complex challenges effectively.
- Utilize advanced analytical and organizational skills, with a track record of demonstrable success.
- Exhibit a quick learning ability, comfortable with and capable of managing complex system environments and associated development processes.
- Execute highly detailed planning, organization, and solid execution capabilities.
Responsibilities
- Maintain day to day control and measurement of processing performed by TCS in relation to the end-to-end processing of transactions for managed clients across the Corporate and FI portfolios.
- Maintain structured reporting of all inquiries and investigations handled for all managed clients across the case management systems, perform cause analysis inquiries and investigations for managed clients across the Corporate and FI portfolios to determine how we can further reduce the number of routine queries via automation and process enhancements.
- Develop and review metrics, and monitor mechanisms to fully gauge the health of managed clients across our Corporate and FI portfolios
- Create or support the implementation of service reviews and/or scorecards for clients.
- Provide checker role for regulatory reports.
- Participates in system and client testing, implementation and trainings if needed
- Actively engage with and apply Citi AI tools in routine responsibilities.
Other
- Maintain regular proactive calls with managed clients across the FI and Corporate portfolios with the goal to broaden and deepen the client relationship to drive incremental revenue/wallet share to deliver prompt and Professional solutions to our customer inquiries via Phone, Mail, email and other electronic means.
- Identify new business opportunities and/or work with product and sales teams to address and resolve customer issues efficiently.
- Improve overall relations with our client by providing clients with one-on-one support tailored towards their specific business requirements thus facilitating improved feedback on client reviews and surveys
- Maintain broad knowledge of all company products offerings, services and promotions.
- Might include travel to visit assigned clients once a year in partnership with front office, product, sales or relationship managers.
- Should be able to independently train clients on Trade systems and processes via Phone / Zoom
- Provide creative solutions to reduce errors and to ensure adherence to audit and control policies
- Ensure attendance at mandatory classes
- Daily Management of in-process, pended, and service-related activities, ensuring the processing and dispatching and delivery of very high-quality service to our customers and internal partners
- Perform within departmental procedures and compliance standards to minimize losses to the Firm.
- Bachelor’s degree
- Fluency in Spanish and English, both written and spoken. Portuguese will be a plus.
- Demonstrate proven customer service skills in all interactions.
- Apply robust risk management skills to identify and mitigate potential issues.
- Collaborate effectively within a team, showcasing strong interpersonal and communication skills, both oral and written.
- Possess strong negotiation skills, particularly in contexts that may involve discussing fees and/or products.
- Adapt seamlessly to change within a fast-paced environment and provide support to various business segments or industries as needed.
- Maintain a strong focus on control and adherence to established procedures.
- Demonstrate flexibility and a strong sense of urgency in managing tasks and priorities.
- Possess a strong performance record, indicative of a self-starter who proactively identifies and resolves issues.
