Officer - Trade Service Professional (Tsp)

**BUSINESS OVERVIEW**:
Americas Trade Services is a key unit within the Global Trade Operations, with servicing responsibilities for a group of several trade products to Latin America, supporting several Citigroup businesses. Global Trade Operation offers world class trade services in over 70 markets around the globe. The Colombia-based organization supports North America and LATAM clients as initiators of transactions to counterparties in other Global Regions, as well as completing transactions to our clients that emanate from Citigroup branches or foreign banks in other Regions. The Organization provides our corporate and FI 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 is practiced at the transaction and process levels.

**ROLE MAIN PURPOSE**:
Responsible for ensuring a good service to offer the best experience to corporate clients.

Responsible for ensuring a perception of high quality service is delivered.

Investigate entry inquiries / cases related to Cash and Trade products.

Support the team with messages redirection.

Prepare audit certification letters.

Perform support functions for the unit.

Be consistent with process improvements.

**KEY RESPONSIBILITIES**:
Maintain day-to-day control and measurement of processing performed by TCS in relation to the end to end processing of transactions for clients across the Corporate and FI portfolios

Maintain structured reporting of all inquiries and investigations handled for all clients across the Corporate and FI Global Tracking System Root cause analysis to be performed on all inquiries and investigations for 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 clients across our Corporate and FI portfolios.

Implementation of quarterly client Service reviews with focus on individual client account cards to be shared with Management work in partnership with Implementations; Sales; Product and Technical Partners for new client on boarding.

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.

Identify and implement new process plan to improve customer support service.

Identify new business opportunities.

Provide checker role for Regulatory reports.

Maintain awareness of product, policy and system enhancements changes.

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 / Webex.

Provide creative solutions to reduce errors and to ensure adherence to audit and control policies.

Utilize technical knowledge 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, 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.

**EXPECTED OUTCOMES (WHAT WILL “SUCCESS” LOOK LIKE IN 12 MONTHS)**:
Strong control environment and improved metrics.

Established credibility and strong operations, audit, and front office working relationships.

High Productivity, ensuring we meet expected turnaround time from the branches.

Increased customer satisfaction (both internal and external).

Reduced errors and increased operating effectiveness.

Strong partnerships developed with our Latam Branch Operations, Product Partners, TCS, as well all CPCs globally

**KEY CHALLENGES (WHAT IS THE WORK/MARKET ENVIRONMENT);**:
Maintain and/or improve the risk free environment required in this arena.

Maximize productivity

Maximize process improvement/changes and develop manage key reporting metrics

Improve satisfaction levels of business partners with quality of service delivery

**Qualifications**

**Basic Qualifications**

Bachelor’s degree

Fluency in Spanish and English, both written and spoken.

A minimum of 1 - 3 years of Commercial services Operations

A minimum of 1 - 3 years of Customer services experience

A minimum of 1 years of Trade Services Operations experience

Knowledge of CDCS preferred

**Other Job Information**

Proven Customer Service skills.

Risk Management skills.

Strong problem solving skills.

Analytical and organizational skills that can be demonstrat