Officer - Trade Service Professional (Tsp)

**BUSINESS OVERVIEW**:
Latam Trade is a key unit within the Citi Service Center (CSC), with servicing responsibilities for a group of several 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 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, 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.

**ROLE MAIN PURPOSE**:
Responsible for ensuring a good service to offer the best experience to corporate. For consumer clients (CCB) become the single point of contact with product knowledge & expertise to help New to Bank (NTB) or New to Trade (NTT) client to be familiar with Citi Trade transaction process handling for 3-month after is onboarded to Citi Trade.

Support Pre-Transactional, Processing and Post processing as follows:
**Pre-Transactional Assistance**:

- Participate on Introduction call with NTB client via Relationship Managers (RM)/Sales
- Client guidance on the documentation and processes for the transactions
- Promote to use Digital channels and provide high level demos as required.

**Transaction processing**:

- Assistance and contacts provided for digital uploads.
- Support on query resolution. Smart tips shared to avoid recurring queries
- Track the first agreed set of transactions end-to end to understand if any issues.
- Provide support at each stage of the transaction.

**Post Transaction processing**:

- Educate client o how to follow systemic alerts and advice.
- Necessary maintenances and digitization are highlighted to the coverage teams to ensure Straight To Process (STP) processing
- Support Monthly dashboards for volumes and digital commercialization coverage and products for all NTB.
- 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 the end-to-end processing of transactions for clients, ensuring the processing, dispatching, and delivery of very high-quality service to our customers and internal partners.
- Maintain structured reporting of all inquiries and investigations handled for all clients with root cause analysis and investigations for all clients 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.
- Implementation of quarterly client service reviews, as needed; with focus on individual client account to be shared with Management work in partnership with Implementations; Sales; Product and Technical Partners for new client onboarding.
- 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.
- Provide a maker role for regulatory and client ad hoc reports.
- Maintain awareness of products, policies 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 / Zoom, Teams or similar web conferencing tools.
- Provide creative solutions to reduce quality and/or turn around to ensure adherence to service, audit, and control policies.
- Ensure attendance at mandatory classes.
- 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, as well all CSCs globally.

**KEY CHALLENGES (WHAT IS THE WORK/MARKET ENVIRONMENT)**:

- Maintain and/or improve the risk-free environment required in this