Trade Service Professional (TSP), Professionnel des services commerciaux (TSP), Douala, Citibank
Role Responsibilities/ Responsabilités du rôle
Acting as the functional heart of our business, Operations makes everything work on time and on target, in a world that demands lightning-fast transaction speeds, pinpoints execution accuracy and full visibility. It ensures global transactions flow smoothly around the clock, wherever we do business. Without it, the daily clearance, settlement and execution of a trillion dollars’ worth of trades and the weekly movement of tens of billions of dollars in dozens of world currencies would come to a complete standstill.
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You’ll have strong communication, planning and organizational skills which will benefit you and the team. Our teams need individuals who can research, process, and interpret large amounts of information everyday which will allow you to make ethical decisions with integrity
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The Trade Service Professional (TSP) is an intermediate level role responsible for executing complex transactions and participating in complex processes in coordination with the Transaction Services team. The overall objective is to act as a subject matter expert while processing all regular transfers, payments, trade transactions, and wholesale card activity.
The role of the Trade Service Professional is to offer a specialized service support to clients utilizing Trade Products. They are the first point of contact for trade related queries. They are expected to apply knowledge of the product, technical expertise and professional principles to execute on the objective of the Trade function. They are expected to ensure quality and service of self and others to realise consistently high client satisfaction levels.
The TSP is an important agent for providing Citi clients with “best in class” service through streamlined operations delivery, innovative client solutions, clear, concise and timely responses to queries, Trade related issues and timely escalation of any issues to operations managers.
Trade Service Professional based in Cameroon, will offer service support to Citi clients in West Central Africa (WCA) countries; that is Cameroon, Congo, Gabon, Senegal and Cote D’Ivoire. Staff will support the expansion of the Trade Services business and promote, cross-sell, train and support implementation of self-service tools and use of the digital channels. The incumbent may from time to time be required to lead SSA-wide projects/initiatives
Manage day to day senior client contact and timely handling of client queries relating to Letters of Credit, Documentary Collections, guarantees, other trade services and trade finance products with proactive follow up with the respective Operations and Product teams.
Maintain structured reporting of all inquiries and investigations queries handled across the client portfolios using PACT, our case tracking tool.
Monitor trends of client queries to determine to reduce the number of routine queries via automation and process enhancements.
Perform in-depth Root Cause Analysis for all complaints and investigations across the client portfolios.
Administer the Voice of Client (VOC) questionnaires, follow up for responses and prepare appropriate reports for reporting at the agreed frequency.
Review VOC metrics to fully gauge the satisfaction levels of managed clients across the client portfolios for WCA/SSA Trade.
Monitoring of Service Levels for all managed clients across the client portfolios to ensure Service Level Agreements are adhered to and client expectations are exceeded.
Maintain regular proactive calls with managed clients across the FI and Corporate portfolios for West Central Africa (WCA) or SSA Trade Operations.
New Client on-boarding and management. Participate in hand-holding of new clients to ensure the first time utilisation of Citi’s products and channels is seamless. Liaise with partners (Implementations, Sales, Product and Technical Partners as appropriate) to ensure new clients are trained before they present transaction documents for processing.
Maintain active engagement with Product, Sales and Coverage partners in relation to new or changes to customer requirements.
Improve overall relations with our client base providing clients with one-to-one support tailored to their specific business and requirements
Active cross-selling of online self-service tools and channels such as Citidirect for Trade, Trade Advisor, to improve client experience, process efficiency and reduce the number of routine queries received.
Identify training gaps for customers, plan and facilitate training sessions in liaison with Trade operations, Trade Products and the client Relationship managers.
Maintain pristine controls for all aspects of the TSP function to ensure effective risk management for WCA Trade Operations.
Escalate customer feedback, processing delays and errors appropriately.
Evaluate and recommend solutions to problems through data analysis, technical experience and precedent
Anticipate and respond to requests for deliverables with internal and external clients and vendors related to trade products
Contribute to and collaborate with Cash & Trade operations projects as needed, to provide better customer experience
Develop comprehension of how the trade teams interacts with others in accomplishing objectives.
Excellent communication skills (written and verbal) at all organisational levels.
Excellent working knowledge of MS Office.
Proficient in the use of computer applications and packages.
Ability to prioritise and organise own workload with minimal supervision
Ability to make sound judgment.
Excellent customer service skills – ability to empathise with customers.
Ability to work well within team environment displaying willingness to help colleagues when required
Ability to work with virtual teams.
Customer Service Skills
Attention to detail
Planning & Organisation
3-4 years Trade Services and/or Finance experience within in a banking environment would be preferable.
1-2 years experience in a customer service type role is an added advantage
Good Macro knowledge of trade flows would be desirable.
Fluency in French (written and verbal) is a must.
Fluency in English is an added advantage
University degree (business or relevant field)
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Job Family Group:
Operations – Transaction Services
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries (“Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View the “EEO is the Law” poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting
Postuler (Apply for the job) sur son site Internet: https://jobs.citi.com/job/douala/trade-service-professional-tsp/287/27903011456
The Weekly Job Report, Le rapport de travail hebdomadaire, 4/25/2022: https://afriquejobs.com/2022/04/25/the-weekly-job-report-le-rapport-de-travail-hebdomadaire-04-25-2022/
All companies hiring (Entreprises qui emploi au Cameroun): https://www.afriquejobs.com/2020/07/emplois-jobs-au-cameroun-liste-des.html
More jobs (Plus d\’offres d\’emploi): https://www.afriquejobs.com/