Transactional Services Analyst 2

Business Overview Latam Trade is a critical unit within the Citi Service Center (CSC), responsible for servicing a range of trade products including Documentary Letters of Credit, Collections, Standby's, and Trade Loans Payables and Receivables for Latin America. This unit is part of Global Trade Operations, which delivers world-class Trade Working Capital services across more than 70 global markets. The CSC supports North America and Latam clients, initiating transactions with global counterparties and completing transactions originating from Citigroup branches or foreign banks in other regions. The organization focuses on providing high-quality transaction preparation, processing, and customer service to Corporate, Consumer, and Financial Institutions clients, with a strong emphasis on control, customer service, and quality at all operational levels.

Main Purpose This role is primarily responsible for ensuring an exceptional service experience for corporate and FI clients by delivering high-quality service and maintaining a strong perception of quality. Key functions include investigating inquiries related to Cash and Trade products, supporting team communications, preparing audit certification letters, and managing incoming/outgoing emails. The role also involves performing general support functions for the unit and actively contributing to process improvements. For consumer clients (CCB), the specialist acts as a single point of contact, leveraging product knowledge and expertise to assist New to Bank (NTB) or New to Trade (NTT) clients.

Client Interaction & Query Resolution: Respond to queries and investigations from Financial Institutions, Corporate, and Consumer clients regarding products like Documentary Service, Trade Loans, Payables Finance, and Receivable Finance via various channels (email, phone). Relationship Management: Proactively engage with clients across financial institutions, corporate, and consumer portfolios to deepen relationships, drive incremental revenue/wallet share, and provide prompt, professional solutions. Transaction Management: Maintain day-to-day control and oversight of end-to-end transaction processing for clients, ensuring efficient processing, dispatching, and delivery of high-quality service to customers and internal partners. Reporting & Analysis: Generate structured reports on inquiries and investigations, including root cause analysis, to identify opportunities for automation and process enhancements to reduce routine queries. Performance Monitoring: Develop, review, and monitor metrics to comprehensively assess client health. Client Service Reviews: Implement quarterly client service reviews, focusing on individual client accounts, and collaborate with Management, Sales, Product, and Technical Partners for new client onboarding. Issue Resolution: Work in partnership with product and sales teams to address and resolve customer issues efficiently. Client Support & Surveys: Improve client relations by providing tailored one-on-one support and facilitating feedback through client reviews and surveys. Maker/Checker Role (C10, B10): C10, B10: Provide a checker role for regulatory and client ad hoc reports. Product & Process Expertise: Maintain broad knowledge of company products, services, promotions, policies, and system enhancements. Process Improvement: Identify and implement new process plans to enhance customer support service and ensure consistency in process improvements. Training & Testing: Participate in system and client testing, implementation, and training as needed. Independently train clients on Trade systems and processes using various conferencing tools. Quality & Compliance: Develop creative solutions to reduce quality issues and ensure adherence to service, audit, and control policies. Ensure compliance with departmental procedures and standards to minimize losses. Pre-Transactional, Processing and Post-Transactional Support Pre-Transactional