Tts Trade Client Support Intermediate Analyst

hace 2 semanas

Ciudad de México CDMX Citi A tiempo completo

The Cash & Trade Proc Intmd Analyst is an intermediate level role responsible for ensuring transactions are processed accurately and on time in coordination with the Transaction Services team. The overall objective is to research, conduct analyses, and resolve issues.

**Responsibilities**:

- 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 to conduct complex analysis
- Anticipate and respond to requests for transaction deliverables from internal and external clients and vendors
- Develop and recommend strategic decisions based off in-depth comprehension of how the Cash & Trade operations team interacts with others business unites in accomplishing objectives
- Assist with providing informal guidance or on-the-job-training to new team members as required

**Qualifications**:

- 2-5 years of experience in a related role within trade / cash operations management
- Effective verbal and written skills
- Effective communication and analytical skills
- Effective relationship management skills
- Expert level proficiency in Windows, MS Project, and MS Office Suite

**Education**:

- Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

**VISIÓN GENERAL DEL NEGOCIO**

MX CSC Trade TSP es una unidad clave dentro de Global Trade Operations, con responsabilidades de servicio para un grupo de varios productos comerciales: Core Trade (documentary LC, Collections y LC Standby LC), Trade Loans (Export / Import Finance) y Trade Working Capital Solutions. (Proveedor Financiero) en América Latina, apoyando a varias empresas de Citigroup. Global Trade Operations ofrece servicios comerciales de clase mundial en más de 70 mercados en todo el mundo. La organización apoya a los clientes de Latino America como iniciadores de transacciones con contrapartes en otras regiones globales, así como también a transacciones con nuestros clientes que emanan de sucursales de Citigroup o bancos extranjeros en otras regiones. La Organización proporciona a nuestros clientes corporativos y de Instituciones Financieras (FI) la preparación de transacciones, el procesamiento y el servicio al cliente. En su esfuerzo por lograr una entrega de alta calidad, la organización trabaja en estrecha colaboración con socios comerciales y administradores internos. Un enfoque significativo en el control, el servicio al cliente y la calidad se practica en los níveles de transacción y proceso.

**Objetivo de la Posición**:

- Responsable de asegurar un buen servicio para ofrecer la mejor experiência a los clientes corporativos
- Responsable de asegurar una percepción de servicio de alta calidad sea entregada.
- Investigar consultas de entrada / casos relacionados a los productos de Trade
- Apoyar al equipo con el re direccionamiento de mensajes
- Preparar cartas de certificación de auditorias
- Desempeñar funciones de soporte para la unidad
- Ser consistente con mejoras de proceso.

**RESPONSABILIDADES DE LA POSICIÓN**

Realizar análisis de comportamiento y necesidades de los clientes y mantener llamadas proactivas con ellos para mejorar la experiência del cliente.

Realizar análisis de comportamiento y necesidades de los clientes a través de reuniones periódicas con el negocio para definir estrategias y mejorar la experiência del cliente.

Mantener las llamadas proactivas regulares con los clientes administrados en las carteras corporativas con el objetivo de ampliar y profundizar la relación con el cliente para impulsar el aumento de ingresos / participación en la cartera, ofrecer soluciones rápidas y profesionales a nuestras consultas de ‘Servicio al Cliente’ por teléfono, correo, fax o correo electrónico.

Mantener el control y la medición diarios del procesamiento realizado por TCS en relación con el procesamiento integral de las transacciones para clientes administrados en las carteras Corporativa.

Mantener un informe estructurado de todas las consultas e investigaciones que se realizan para todos los clientes, proveedores (suppliers de TWCS) y beneficiarios administrados en el Sistema de Seguimiento Global Corporativo. El análisis de la causa raíz se realizará en todas las consultas e investigaciones para clientes administrados en las carteras Corporativa para determinar cómo podemos reducir aún más el número de consultas rutinarias a través de automatización y mejoras de procesos.

Desarrollar y revisar las métricas, así como monitorear los mecanismos para evaluar completamente el estado de los clientes administrados en nuestras carteras Corporativas.

Trabajar con múltiples equipos de Productos y Ventas para abordar y resolver los problemas de los clientes de manera eficiente

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