Job Purpose:

The main purpose of the Trade Service Professional’s role is to provide a tailored top quality service to Citi’s India clients supporting the expansion of the Trade business across the Financial Institutions and Corporate portfolios.

Key Responsibilities:

• Work in partnership with Implementations; Sales; Product and Technical Partners for New Client on-boarding
• Work with product and sales teams to address and resolve customer issues efficiently
• Deliver prompt and professional solutions to our customer inquiries via Phone, Mail, Fax or email.
• Communicate discrepancies in trade documentation promptly and handhold transactions to ensure that the same are processed on a timely basis.
• Maintain regular proactive calls with managed clients across the Corporate, CCB and GCG portfolios for India Trade Operation.
• Maintain day to day control and measurement of processing performed by Trade Service Centre in relation to the end to end processing of transactions for managed clients across the Corporate and FI portfolios.
• Root cause analysis to be performed on all inquiries and investigations for managed clients and to determine how we can further reduce the number of routine queries via automation and process enhancements.
• Quarterly Client Service Reviews for Trade services with focus on individual client scorecards.
• Focus on reducing repeat discrepancies provided in client documentation by educating the client, providing analytics to clients to demonstrate the benefits of STP.
• Manage day to day senior client contact and handling of client issues with proactive follow up with the respective Operations; Sales; Product Management teams.
• Work with product and sales teams to address and resolve customer issues efficiently.