14 days old

Latam Commercial Cards Client Account Specialist (CAS) Sr.

Tampa, FL 33603
Treasury and Trade Services (TTS) offer industry-leading Cash Management & Trade solutions to multi-national corporations, financial institutions and public sectors globally. Commercial Cards is a rapidly growing product in the TTS suite of products and has been identified as one of the top priority products within TTS business. The Commercial Cards business caters for over 700 corporate clients across 11 markets in LATAM with annual growth of circa 20% year on year, in the next 2 years.

The role reports solely to the Regional Commercial Cards Ops Head for Latam, and is a member of the LATAM Operations Group Management Team. Additionally there is a close working relationship with the Commercial Cards Global Fraud Risk Management core group. Commercial Cards Operations is closely aligned to Product, Sales, Account Management, Implementations, Capabilities, and Technologies, and there are many interactions with these groups.

The Operations Group currently has a footprint as follows:

Regional (cross-border card issuance Tampa (Citi, core leadership, process and project roles), Sykes (Costa Rica and Curitiba, BR- client and cardholder service delivery), and Chennai & Mumbai (TCS and Hexaware, third party Customer Inquiry Fulfillment Back Office and processing center).

In-market issuance Central America, DR, Colombia and Peru

This team supports a card base of 150,000 Commercial cards in a growing market.

This is a senior level Customer Service Officer role whose main responsibility is to manage/lead the ongoing regional relationship with large Commercial Card clients in Latam once implementation is finalized.

The Sr. Client Account Specialist serves as the Clients primary contact. They provide regional operational account management at a corporate client level.

The main responsibility is to maintain, strengthen and grow the ongoing relationship with Commercial Card Clients following set up by the implementation team and provide a single access window for client queries and concerns.

**Key Responsibilities:**

+ The Sr. Client Account Specialist must be able to successfully do the following:

+ Ensure a Seamless Transition from Implementation into Business As Usual for new programs

+ Be a single point of contact regionally, Post Implementation for Clients and their Program Administrators (PA)

+ Drive consistently high levels of client satisfaction

+ Address the root causes of any recurring issues with Citi and Client functions

+ Assist the Call Center and Back Office functions with day-to-day cardholder problem resolution very little direct contact with cardholders

+ Reconciliation of client financials relating to inbound payment files for onward crediting to individual cardholders

+ The SR. CAS role is a key part of the Relationship in conjunction with Product Management.

+ Continually increase their own knowledge and understanding of the clients card program and Citis global product offering

+ Leverage existing relationships to drive expansion of issuance among current programs

+ Create opportunities for proactive program improvement in concert with Account Management and other functional areas

+ Frequent proactive client communication. Lead regular conference calls. Schedule, organize and lead regular client service reviews in collaboration with Product Management and other functional areas where relevant

+ Influence the client to ensure that their program operates optimally for both them and Citi

+ Day-to-day issue resolution with key contacts at the clients organization

+ Issue Escalation - Taking ownership of issues and coordinating fast resolution

+ Maintain Action Log and update regional/global teams and client

+ Identify trends and carry out margin analysis to ensure smooth operation of the program, perform ongoing program analysis and grow programs, changes to scope, additional spend types

+ Create Opportunities for Proactive Program Improvement. Practice effective continuous process improvement within Operations and with our clients to reduce errors, bottlenecks and ultimately, costs

+ Identify areas to cross sell cards products / solutions to existing clients and work with the Citi teams to develop these leads.

+ Program Maintenance

+ Engage and coordinate relevant Citi resources as needed to support the Client e.g. Operations, Product, implementations.

**Citi Values:**

+ Consistently lead and be a driving force in the organizations support of the O&T Operating Principles and how these are reinforced in every day behaviors.


+ Outstanding Customer Service and Client relationship management skills.

+ Understanding of customer life-cycle, from Sales, through to Implementation, Service Delivery and Account Management

+ Cards industry/business/operations experience, Citi or major competitor experience

+ Process improvement, from concept and thought leadership stage to full execution, end-to-end

+ Excellent influencing, communication, presentation and motivational skills


+ Effectively prioritize time & manage deadlines

+ Excellent Customer Service skills

+ Strong experience of Managing and developing client relationships

+ Track record of driving incremental sales in existing relationships

+ Knowledge of credit and debit card markets, products and processes within an Operations/Customer Service Dept.

+ Ability to learn or have experience using Web Tools used for Commercial Cards

+ Self-motivated, highly energetic, analytical problem solvers, and possess good relationship management skill

+ Highly articulate, with influential verbal skills and precise written skills

+ Strong MS Office and system skills

+ Ability to work in a pressured environment and multi-task is essential.

+ Must be proactive and prepared to investigate issues on own initiative with the minimum of information.

+ Excellent communication skills & ability to communicate at all levels.

+ Self-motivated and demonstrate high level of initiative.

+ Display a high level of attention to detail

+ Team player with other CAS and organizational partners

+ Self-motivated, highly energetic, analytical problem solvers, and possess strong relationship management skills,


+ Bachelors degree or equivalent

+ 5 years+ experience within the Banking and/or Financial Services industry.

+ Portugue speaking is required (Spanish is a plus)


+ Relationship management and influencing competency

+ Ability to work in a pressurized environment (multi-tasking is essential) and to retain sound decision-making judgement

+ Strong organizational skills, proven people management experience at a senior level

+ Structured in approach and detail-oriented

+ Excellent ability to communicate at all levels (verbal/written), both internally within Citi and externally with clients

+ Quick learner

+ Self-motivated and core ability to drive results

+ Resilient

+ Goals-focused and results-driven

+ Commercially-minded

Superior ability to drive the achievement of results


**Job Family Group:**

Operations - Transaction Services


**Job Family:**

Cash Management


**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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)


Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.


Posted: 2022-05-13 Expires: 2022-06-12

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Latam Commercial Cards Client Account Specialist (CAS) Sr.

Tampa, FL 33603

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