Client Support Administrator

l of 3 days onsite and 2 days remote (Onsite Tuesdays, Wednesdays and a third day of your choosing)**

The Impact you will have in this role:

As a vital member of the Client Support team, this role is responsible for managing and resolving incoming client inquiries received via phone, email, or the web portal. The position requires providing expert functional guidance, delivering timely and accurate advice, and serving as the first point of escalation for client issues. The role involves close collaboration with cross-functional teams, including Product, Technology, Project and Release Management, and Onboarding, to ensure seamless issue resolution and client satisfaction. Success in this role hinges on the ability to build strong relationships with both internal and external stakeholders, demonstrate exceptional problem-solving and troubleshooting skills, and consistently deliver first-call resolution to clients. The Client Support team plays a critical role in supporting DTCC clients within the RDS business line, ensuring a high standard of service and operational excellence

Your Primary Responsibilities:

• Respond to incoming client inquiries via phone, email, and web portal, delivering timely resolutions or setting clear expectations for follow-up during the initial interaction.

• Prioritize and escalate critical service disruptions in accordance with established procedures, ensuring accurate case documentation and categorization.

• Monitor, analyze, and communicate client updates and resolutions promptly; proactively coordinate with cross-functional teams to ensure timely and effective responses.

• Draft and distribute client notifications-such as system downtime alerts or service disruption updates, with appropriate business and management approvals.

• Actively participate in team meetings, contribute to process improvement initiatives that enhance operational efficiency and client satisfaction, and identify training needs to support knowledge development.

• Contribute to the Knowledge Centered Service (KCS) framework by creating and updating knowledge base articles to support continuous learning and service consistency.

• Represent the Client Support team during Major Incident Management calls, assess client impact, and provide resolution updates and recommendations.

• Support project implementations by attending training sessions, participating in functional testing, and providing release coverage.

• Adhere to Client Support procedures, identify process and procedural gaps, and recommend or implement updates as needed.

• Integrate risk and control practices into daily responsibilities to monitor, mitigate, and escalate risks appropriately.

Qualifications:

• Minimum of 2 years of relevant professional experience in a client support or service-oriented role.

• Bachelor's degree preferred; equivalent combination of education and experience will also be considered.

Talents Needed for Success:

• Exceptional verbal and written communication skills in English; additional language proficiency may be required based on the client base supported

• Strong interpersonal and active listening skills to build rapport and effectively address client needs

• Proven troubleshooting and analytical abilities to resolve complex issues efficiently

• Demonstrated customer service orientation with a commitment to delivering high-quality support

• Meticulous attention to detail and the ability to produce clear, accurate documentation

• Sound decision-making skills, particularly in high-volume, fast-paced environments requiring timely resolutions

We offer top class training and development for you to be an asset in our organization!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

About Us

With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC's subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC's Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at https://www.dtcc.com or connect with us on LinkedIn , X , YouTube , Facebook and Instagram .

DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you'll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It's the chance to make a difference at a company that's truly one of a kind.

Learn more about Clearance and Settlement by clicking here .

About the Team

Enterprise Services comprises of multiple business platforms including Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services, which report into the Chief of Enterprise Services.

These grouped platforms enable the business to optimize delivery for clients, generate efficiencies and resilience, and enable consistency in the business digitization strategy, processes and end-to-end best practices.