Trade Service Professional

Support across Trade Finance products, including, Supplier Finance, Trade Loans and Receivable Finance including ownership of underlying issues requiring remediation
- Reviewing of processes to provide improvements and reduce issues experienced by clients
- Ensuring completion and lodgement of all associated Trade facility documentation, including support for on-boarding activities for existing clients
- Provide technical support and training on Citi’s customer facing portal including system navigation and trouble shooting

The primary focus of the job is to provide a high quality service to our internal and external customers by ensuring that our training levels, knowledge and understanding of the product offering is to a uniformly high standard, and ensure that any errors are noted and corrective action taken.

**Responsibilities**:
COMMUNICATIONS
- Escalate customer feedback, processing delays and errors appropriately
- Adhere to Compliance Standards and Operational Risk Policy

RISK / CONTROLS

Ensure continuous review of processes to identify potential control gaps and ensure upward reporting of any issues Immediate reporting of any PLE’s, Facilitate input to MCA and ensure adequate action is taken to manage potential issues

TRAINING / DEVELOPMENT

Continuous assessment, tracking and reporting of staff training/skills deficiencies. Ensure the execution of staff training in accordance with the deficiency needs and associated target dates to ensure that service, quality and capacity levels are maintained in accordance with departmental goals. Manage staff skill sets, versatility matrices, and training goals for the next quarter including performance analysis of prior goals/activities. Create and deliver high quality and up to date training material for use in internal training courses and presentations

QUALITY / PROCESS IMPROVEMENT

Identify and implement process improvement. Provide technical guidance and growth. Maintain business relationships. Identify and implement service enhancements. Communicating on a timely basis the performance trends, standards and objectives, skill depth and process improvement initiatives for each

unit. Distribution/ availability of appropriate Unit MIS. Communicating on a regular basis the Unit Quality Objectives. Conduct and/or ensure completion of monthly team meeting and distribution of minutes Facilitate the identification, development and reporting of the priority process improvement plans of each

unit (i.e. MCA, CAP items). Conduct regular reviews with the Team Lead of closed, pending and new action items. Management of tasks, functions and resource in accordance Floor Standards and Quality

Objectives. Through regular reviews, processing error source cause analysis and self-assessment testing,

maintain accurate Process Control Manuals (PCM) and/ or Process Maps for all primary functions of each

unit. Ensure staff awareness. Contribute to maintenance and review of accurate and signed SLAs at all times Participate in projects and initiatives as required including coordinating requests for MIS or other ad hoc information across the unit

MANNING / RESOURCE MANAGEMENT

Capacity/resource management to support the timely execution of the functional tasks and responsibilities of the unit(s), and departmental operating and performance standards. Ensure ownership and delivery of accurate collation and reporting of key MIS/Performance statistics for the unit. Timely and accurate delivery of Unit MIS to department Head Assist on client visits as required including producing decks and MIS

**Qualifications**:

- Minimum 3 years’ experience in a Service or Operations Role
- Trade Finance experience highly desirable
- Ability to quickly understand and resolve complex issues
- Possess highly effective written and oral communication skills; excellent organizational and project management skills
- Strong investigative and analytical skills
- Self starter
- Proven Track record
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer Service
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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