You are a production fast-paced environment enthusiast. You have found the right team!

As a Latin America (LATAM) service specialist in Trade Client Access, you will provide account creation, profile maintenance and logon support to suppliers enrolled in Trade & Working Capital products in Europe, Middle East Africa (EMEA), Latin America (LATAM) and Western Hemisphere (WHEM) regions. You will learn new skills to understand and meet the needs of our suppliers and internal partners. You will be expected to meet defined call center performance goals on all parameters inclusive of efficiency, client satisfaction, quality and controls.

Job Responsibilities

• Service all supplier queries related to user profile creation and modifications, Discount release level changes, Logon assistance and Trade Channel Support

• Resolve all Supplier inquiries within SLAs by coordinating with internal teams and sharing timely status updates with interested parties

• Communicate proactively and escalate aging and sensitive supplier issues

• Share information on identified supplier issues or product deficiencies and recommend process improvement ideas to enhance the service experience

• Serve as peer coach to other employees. Share best practice samples with newly hired employees, or analyst learning new tasks

• Ensure proper handling and disposition of case tracking records

• Process client transactions accurately and efficiently, leveraging your developing knowledge of our products and services

• Address client inquiries and troubleshoot issues, applying your understanding of our operating procedures and your developing skills in digital literacy and process automation

• Participate in the end-to-end change management process, applying your beginning proficiency in change management to influence others and mitigate stakeholder impact

Required qualifications, capabilities, and skills

• Spanish and English proficiency in written and verbal communications

• Excellent written, verbal and interpersonal skills

• Effective problem solving, with ability to make decisions mitigating risk

• Effective time management and organizational skills with ability to multitask and prioritize sensitive cases

• Knowledge or equivalent expertise in customer service operations, with a focus on transaction processing and troubleshooting.

• Demonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomes

• Experience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency

Preferred qualifications, capabilities, and skills

• Portuguese language in written and verbal communications

• Knowledge of Trade & Working Capital

• Proficient in leveraging AI/ML technologies and implementing automation tools to enhance client solutions, streamline processes, and improve efficiency

• Proficient in driving continuous and process improvement initiatives to ensure high-quality client experiences

• Developing ability to apply cultural intelligence and data & tech literacy for effective engagement with diverse clients and innovative solutions

• Beginning knowledge of cybersecurity best practices to protect client data, with developing skills in quantitative reporting for informed decision-making

Required or additional information

• Hours 9:00 AM - 6:00 PM

• Candidate will be required to observe local LATAM holidays and work US holidays except, Christmas and New Years