Trade Client Service Analyst at CITIBANK

About the job

• The Trade Client Service Analyst is a specialist in Trade Products who works one-on-one with clients to identify their business needs and assist them with their day-to-day Trade transactions.
• The Trade Client Service Analyst will also take end-to-end ownership of the Trade Transactions for their clients, inclusive but not limited to inquiries, investigations, quality and timeliness of service.
• This is to ensure the provision of the best-in-class Customer Service experience to our clients

Responsibilities:

• Collaborate with internal teams as the processing teams to facilitate processing of trade transactions
• Attending to Customer calls/emails for handling/responding to Customer Queries; resolving exceptions raised by operations team.
• Participates in Monthly in- Country Service meetings.
• Tracking & monitoring of priority transactions to ensure transactions are processed within specified TAT
• Monitor exception to client transactions, informing the client, follow-up for resolution and liaising with operations to complete processing.
• Following up with different stakeholders i.e. the Offshore Banks, Business/Coverage teams, Products Team, Risk Units and the Clients, for timely resolution of pending transactions.
• Provide transaction-based guidance to the client for operational and other requirements
• Attend to queries and inquiries from the client and providing them timely update on transaction status
• Escalating any challenges/delays in processing to Branch, Relationship and Product Teams
• Proactively calling customers to obtain feedback on a regular basis
• Proactive periodic Report rendition to all trade clients (Weekly/Monthly)
• Staying on top on Industry trends and regulatory policy changes that impact the trade clients

Qualifications:

• Relevant experience
• Demonstrated experience with cash management processing and transaction services

Education:

• Bachelor’s/University degree or equivalent experience