Fulfillment analyst

Job Description

This role is the first point of contact for clients submitting implementation of Trade products requests. The implementation advisor handles end-to-end processing for less complex implementations, coordinates with internal business partners (Sales & Relationship Managers, Product Managers, Compliance, Operations) and serves as the primary point of contact for external clients engaging in product setup or maintenance under the trade finance suite.

Responsibilities

• Implements standard/common Trade product packages for clients
• Monitors progress of implementation and/or end-to-end resolution as applicable
• Responds to implementation requests received by email and questions from internal partners or clients
• Conducts research using various bank systems to enable response to client questions and inquiries
• Organize and manage all internal and external project activities to deliver implementations accurately and on time
• Support clients during onboarding and provide post-production follow-up and retraining when needed
• Promote self-service platform usage and guide clients on best practices
• Provide technical support and troubleshooting for platform and connectivity-related issues
• Respond to client inquiries and ensure a high level of client satisfaction
• Understand system capabilities and identify opportunities for improvement
• Review and validate file formats to ensure they meet required specifications

Required Skills

• Excellent client communication skills (written and verbal – Portuguese and English)
• Ability to manage timelines, display sound judgment, and identify points for escalation using active listening
• Collaborative, experienced in working with business partners to achieve goals and successfully complete projects and initiatives
• Good organizational and time management skills
• Critical thinking & problem solving skills
• Ability to coordinate with multiple stakeholders and conflicting priorities
• Proficient in Microsoft Excel, Outlook, PowerPoint, Word
• Strong customer service orientation
• Highly self-motivated, with the ability to take ownership and move work forward without constant supervision
• Strong attention to detail with the ability to interpret technical documentation and file specifications
• Proactive and self-driven, with strong ownership mindset
• Quick learner with intellectual curiosity

Desired Skills

• Background in Trade Finance & Supply Chain Finance
• Understanding of data transmission protocols such as HTTPS, SFTP, FTP/SSL, AS2, SWIFT
• Experience with file formats such as CNAB, EDI, XML