Trade Customer Service Lead

2 weeks ago

Sydney, Australia Citigroup, Inc. Full time

The Trade Operations Customer Service Lead is an intermediate level position responsible for providing Citi's Trade clients with service support. The position is also responsible for the oversight and governance of Trade Operations processes. **In this role, you're expected to**: - Govern and provide oversight of a Trade Operations team, typically consisting of multiple teams performing related tasks (e.g., customer service, training, trade processing) to ensure service meets or exceeds client expectations - Understand the end-to-end processing of Trade products including but not limited to Bid Bonds, Performance Bonds, Financial Guarantees and Standby Letters of Credit - Ensure prompt payment and collection of any outstanding fees on our Trade Transactions with our clients - Handle customer inquiries and maintenance of service standards to ensure a prompt response to the customer - Keep knowledge up to date for trade and banking practices to deliver a premium service. - Work closely with the Relationship Managers, TTS Trade Product, Sales and Operational teams to support Trade product and transactional services and on new business referrals - Build internal stakeholder and vendor partnerships with key focus on the delivery of KPI's, execution quality, exception management, continuous improvement and execution of stakeholder initiatives. - Recommend new work procedures and contribute to the development of process enhancements, customer service techniques, models and plans, as needed - Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels - Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and customer service meets or exceeds client expectations - 5-8 years of previous experience required - In-depth disciplinary knowledge - Consistently demonstrate clear and concise written and verbal communication - Strong customer service, stakeholder and project management experience - Proven diplomatic, analytical and problem solving skills - Understanding of Australian Banking and SWIFT payment systems and trade processing ICC standards - ICC and Trade Certifications (GTC, CDCS, CSDG) preferred LI-Hybrid **Job Family Group**: Customer Service **Job Family**: Institutional Customer Service **Time Type**: Full time 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. View the " **EEO is the Law** " poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting

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