Business Overview

Trade Service Professional (TSP) Americas is a key customer service unit within the Citi Service Center (CSC), with servicing responsibilities for Trade products: Documentary Letter of Credit, Collections, Standby’s, Trade Loans Payables and Receivables for Latin America.  Global Trade Operations offers World class Trade Working Capital services in over 70 markets around the globe. The CSC organization supports North America and Latam clients as initiators of transactions to counterparties in other international locations, as well as completing client cases to our clients that emanate from Citigroup branches or foreign banks in other regions. The Organization provides our Corporate, Consumer and Financial Institutions clients with transaction preparation, processing, and customer service.  In striving to achieve high quality delivery the organization works closely with business partners and internal servicers. A significant focus on control, customer service and quality are practiced at the transaction and process levels.

Position Responsibilities

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.

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.

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.

Maintain awareness of product, policy and system enhancements changes.

Might include travel to visit assigned clients once a year in partnership with front office, product, sales or relationship managers.

Provide checker role for regulatory reports.

Participates in system and client testing, implementation and trainings if needed

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

Utilize technical knowledge in order to deliver quality service and achieve operating efficiency

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.

Actively engage with and apply Citi AI tools in routine responsibilities. 

Qualifications

• Bachelor’s degree

• Fluency in Spanish and English, both written and spoken. Portuguese will be a plus.

• 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.
• A good working knowledge on MS Excel, Outlook, MS Office, and experience with web-based applications is required

• Demonstrate proven customer servi