CCB Trade Customer Service Sr Manager

Company: Citi
Location: Saint Petersburg
Posted on: November 22, 2021

Job Description:

The Customer Service Senior Manager is a senior management-level position responsible for accomplishing results through the management of a team or department to drive client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to drive the seamless delivery of customer service support to external clients.Responsibilities:Manage one or more teams in servicing and/or sales as well as complex and variable issues with significant impact over department(s) Evaluates team's performance, make recommendations for pay increases, hiring, terminations and other personnel actions and maintain appropriate staffing requirements to meet operational needs, manage team to meet goals within the budgetMonitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations and evaluate cost/benefits, make recommendations, develop and oversee implementation plansDemonstrate a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledgeProvides evaluative judgment based on analysis of information in complicated and unique situations, identify and analyze escalated problems and provide guidance to team members for resolutionProvide sales and service support for higher end, trade finance products.Coordinate onboarding process with RM's, Trade Sales, TTS Trade Operations, Credit teams and KYC teams for all Trade Products and Services ( Standby's, Import, Export LC's, Collections, BA's)Support CCB RMs with Trade prospect calls and one-off transactionsOversee the issuance of all standby letters of credit, import letters of credit and clear banker acceptancesAdvise clients on all non-transactional requests (product questions, new proposals, general inquiries, errors and escalations)Partner with Export Finance Product Manager and Trade Sales Specialists to arrange the implementation of new trade clients and new products for existing clients and ensure seamless transaction experiencePartner with Trade Sales Specialists and RMs to grow Trade portfoliosProactively manage client portfolios - analyze trade volumes, revenue, asset growth, client needs and identify issues or opportunities, oversee portfolio KYC requirementsAssess client and RM trade product training needs and deliver training sessionsProvide training and technical support to new team members.Qualifications:Undergraduate business degree required or equivalent experienceMinimum of 5 -10 years trade finance and/or credit experienceClient facing experienceExperience assessing credit worthiness/risksCertified Documentary Credit Specialist (CDCS) certification is a plusCiti Direct experience is a plusEducation:Bachelor's degree/University degree or equivalent experienceSKILLSKnowledge of credit process/credit training a plusKnowledge of International Trade products a plusKnowledge of various US EXIM programs a plusSuperior analytical and problem solving skillsBasic accounting and financial analysis skillsMust have superior organizational skillsExperience with building pitchbooks is a plusResults oriented and focused on meeting customer needs-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.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-Effective November 1, 2021, Citi requires that all successful applicants must be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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