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The Cash & Trade Proc Intmd Analyst is an intermediate-level role responsible for ensuring accurate and timely transaction processing in coordination with the Transaction Services team. The primary objective is to research, conduct analyses, and resolve issues.
Latam Trade, a key unit within the Citi Service Center (CSC), handles trade products including Documentary Letter of Credit, Collections, Standby's, Trade Loans Payables, and Receivables for Latin America. Global Trade Operations provides World Class Trade Working Capital services across over 70 markets. The CSC organization supports North America and Latam clients by initiating transactions with counterparties in other Global Regions and completing transactions for clients emanating from Citigroup branches or foreign banks in other Regions. The organization focuses on control, customer service, and quality at all transaction and process levels. They provide transaction preparation, processing, and customer service to Corporate, Consumer, and Financial Institutions clients, working closely with business partners and internal servicers to ensure high-quality delivery.
Responsible for ensuring excellent service and high-quality delivery to corporate and FI clients. This includes:
- Investigating entry inquiries and cases related to Cash and Trade products.
- Supporting the team with messages redirection.
- Preparing audit certification letters.
- Assisting with incoming and outgoing emails.
- Performing support functions for the unit.
- Contributing to process improvements.
- Participate in introduction calls with New to Bank (NTB) clients via 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, dispatching, and delivery for customers and internal partners.
- Assist clients with Trade application forms for manual requests.
- Provide assistance and contacts for digital uploads.
- Support query resolution and share tips to prevent recurring queries.
- Track the first agreed set of transactions end-to-end to identify any issues.
- Provide support at each stage of the transaction.
- Maintain day-to-day control and measurement of end-to-end 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).
- Maintain structured reporting of inquiries and investigations, including root cause analysis, to reduce routine queries through automation and process enhancements.
- Develop and review metrics and monitoring mechanisms to gauge client health.
- Create customized transaction services reports based on data analysis.
- Monitor and research errors to ensure adherence to audit and control policies.
- Resolve transaction services issues and use technical expertise/judgment for complex analysis.
- Anticipate and respond to requests for transaction deliverables from internal/external clients and vendors.
- Develop and recommend strategic decisions based on in-depth understanding of Cash & Trade operations team interactions to achieve objectives.
- Provide informal guidance or on-the-job training to new team members.
- Assess risk in business decisions, safeguarding Citigroup's reputation, clients, and assets by complying with laws, rules, regulations, and policy, applying sound ethical judgment, and escalating/managing control issues transparently.
- Respond to queries and investigations via email, phone, etc., from Financial Institutions, Corporate, and/or Consumer clients and suppliers regarding Documentary Service, Trade Loans, Payables Finance, and Receivable Finance products.
- Maintain regular proactive calls with clients across portfolios to broaden and deepen relationships, drive revenue, and deliver prompt professional solutions.
- Implement quarterly client service reviews, focusing on individual client accounts, in partnership with Implementations, Sales, Product, and Technical Partners for new client onboarding.
- Collaborate with product and sales teams to resolve customer issues efficiently.
- Improve client relations by providing tailored one-on-one support for specific business requirements.
- Maintain broad knowledge of all company products, offerings, services, and promotions.
- Identify and implement new processes to improve customer support.
- Provide a checker role for regulatory and client ad hoc reports.
- Maintain awareness of product, policy, and system enhancement changes.
- Support Monthly dashboards for volumes and digital commercialization coverage for NTB.
- Participate in system and client testing, implementation, and training as needed.
- Independently train clients on Trade systems and processes via phone/Zoom/Teams.
- Provide creative solutions to improve quality and turnaround times, ensuring adherence to service, audit, and control policies.
- Attend mandatory classes.
- Perform within departmental procedures and compliance standards to minimize losses to the Firm.
- Strong control environment and improved metrics.
- Established credibility and strong operations, audit, and front office working relationships.
- High productivity, meeting expected turnaround times from branches.
- Increased internal and external customer satisfaction.
- Reduced errors and increased operating effectiveness.
- Strong partnerships developed with Latam Branch Operations, Product Partners, and CSCs globally.
- Maintaining and/or improving a risk-free environment.
- Maximizing productivity.
- Maximizing process improvement/changes and developing key reporting metrics.
- Improving satisfaction levels of business partners with quality-of-service delivery.
- Bachelor's/University degree or equivalent experience.
- Must be fluent in Spanish and English (both written and spoken); Portuguese is a plus.
- 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 is a plus.
- Knowledge of CDCS preferred.
- Thorough understanding of rules and regulations for LC's-ISP98, UCP600, ISBP (a plus).
- Good working knowledge of Excel, Outlook, MS Office, and experience with basic web-based applications.
- 2-5 years of experience in a related role within trade/cash operations management.
- Effective verbal, written, communication, and analytical skills.
- Effective relationship management skills.
- Expert level proficiency in Windows, MS Project, and MS Office Suite.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Operations - Transaction Services
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Cash Management
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Full time
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Please see the requirements listed above.
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For complementary skills, please see above and/or contact the recruiter.
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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
