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Job Overview

Business Overview

Latam Trade is a critical unit within the Citi Service Center (CSC), responsible for servicing a range of trade products including Documentary Letters of Credit, Collections, Standby's, and Trade Loans Payables and Receivables for Latin America. This unit is part of Global Trade Operations, which delivers world-class Trade Working Capital services across more than 70 global markets. The CSC supports North America and Latam clients, initiating transactions with global counterparties and completing transactions originating from Citigroup branches or foreign banks in other regions. The organization focuses on providing high-quality transaction preparation, processing, and customer service to Corporate, Consumer, and Financial Institutions clients, with a strong emphasis on control, customer service, and quality at all operational levels.

Role Main Purpose

This role is primarily responsible for ensuring an exceptional service experience for corporate and FI clients by delivering high-quality service and maintaining a strong perception of quality. Key functions include investigating inquiries related to Cash and Trade products, supporting team communications, preparing audit certification letters, and managing incoming/outgoing emails. The role also involves performing general support functions for the unit and actively contributing to process improvements. For consumer clients (CCB), the specialist acts as a single point of contact, leveraging product knowledge and expertise to assist New to Bank (NTB) or New to Trade (NTT) clients.

Key Responsibilities

• Client Interaction & Query Resolution: Respond to queries and investigations from Financial Institutions, Corporate, and Consumer clients regarding products like Documentary Service, Trade Loans, Payables Finance, and Receivable Finance via various channels (email, phone).
• Relationship Management: Proactively engage with clients across financial institutions, corporate, and consumer portfolios to deepen relationships, drive incremental revenue/wallet share, and provide prompt, professional solutions.
• Transaction Management: Maintain day-to-day control and oversight of end-to-end transaction processing for clients, ensuring efficient processing, dispatching, and delivery of high-quality service to customers and internal partners.
• Reporting & Analysis: Generate structured reports on inquiries and investigations, including root cause analysis, to identify opportunities for automation and process enhancements to reduce routine queries.
• Performance Monitoring: Develop, review, and monitor metrics to comprehensively assess client health.
• Client Service Reviews: Implement quarterly client service reviews, focusing on individual client accounts, and collaborate with Management, Sales, Product, and Technical Partners for new client onboarding.
• Issue Resolution: Work in partnership with product and sales teams to address and resolve customer issues efficiently.
• Client Support & Surveys: Improve client relations by providing tailored one-on-one support and facilitating feedback through client reviews and surveys.
• Maker/Checker Role :
  • Provide a maker role for regulatory and client ad hoc reports.
  • Provide a checker role for regulatory and client ad hoc reports.
• Product & Process Expertise: Maintain broad knowledge of company products, services, promotions, policies, and system enhancements.
• Process Improvement: Identify and implement new process plans to enhance customer support service and ensure consistency in process improvements.
• Training & Testing: Participate in system and client testing, implementation, and training as needed. Independently train clients on Trade systems and processes using various conferencing tools.
• Quality & Compliance: Develop creative solutions to reduce quality issues and ensure adherence to service, audit, and control policies. Ensure compliance with departmental procedures and standards to minimize losses

Pre-Transactional, Processing and Post-Transactional Support

Pre-Transactional Assistance (Technical Advisory)

• Participate in introduction calls with New to Bank (NTB) clients alongside Relationship Managers (RM)/Sales.
• Provide client guidance on documentation and processes for transactions.
• Promote digital channels and offer high-level demos.
• Identify new business opportunities.
• Manage in-process, pended, and service-related activities, ensuring high-quality processing and delivery.

Transaction Processing

• Assist clients with Trade application forms, especially for manual requests.
• Provide assistance and contacts for digital uploads.
• Support query resolution and share smart tips to prevent recurring issues.
• Track initial transactions end-to-end to identify and resolve any issues.
• Offer support at every stage of the transaction.

Post-Transaction Processing

• Educate clients on how to follow systemic alerts and advice.
• Highlight necessary maintenance and digitization to coverage teams to ensure Straight Through Processing (STP).
• Support monthly dashboards for volumes and digital commercialization coverage and products for all NTB.

Expected Outcomes (Success in 12 Months)

• A strong control environment with improved metrics.
• Established credibility and strong working relationships across operations, audit, and front office.
• High productivity, consistently meeting turnaround times from branches.
• Increased customer satisfaction (internal and external).
• Reduced errors and enhanced operating effectiveness.
• Strong partnerships with Latam Branch Operations, Product Partners, and global CSCs.

Qualifications

• Education: Bachelor's degree.
• Language Fluency: Must be fluent in Spanish and English (both written and spoken). Portuguese is a plus.
• Experience:
  • Minimum of 1-3 years of Commercial Services Operations experience.
  • Minimum of 1-3 years of Customer Services experience.
  • Minimum of 1 year of Trade Services Operations experience (a plus).
• Knowledge:
  • Knowledge of CDCS preferred.
  • Thorough understanding of rules and regulations pertaining to LC's-ISP98, UCP600, ISBP (a plus).
• Technical Skills: Proficient in Excel, Outlook, MS Office, and experience with basic web-based applications.

Key Challenges

• Maintaining and improving a risk-free environment.
• Maximizing productivity.
• Maximizing process improvement/changes and developing key reporting metrics.
• Improving satisfaction levels of business partners through quality-of-service delivery.

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Job Family Group:

Operations - Transaction Services

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Job Family:

Transaction Capture Services

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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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