Client Support Senior Analyst

Are you ready to explore a world of possibilities?

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Join our DTCC family, and you’ll grow your expertise and become the best version of you. As you embark on a new journey, you’ll be supported and surrounded by other professionals as you learn new skills, advance your career, and see the impact of your efforts every day.

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Pay and Benefits:

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n- Competitive compensation, including base pay and annual incentive n- Comprehensive health and life insurance and well-being benefits, based on location n- Retirement benefits n- Paid Time Off and other leave of absence n

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About this Opportunity

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This is a client support role focused on analyzing incoming client queries via phone, email, and web portal, providing functional expertise and advice to clients, act as first level of escalation and coordinate necessary actions with other teams such as Product, Technology, Project and Release management, Risk management, Legal and Compliance, Onboarding and the User Acceptance Testing team.
The client support team will be providing support to DTCC clients across different business lines. Expectations include an ability to build rapport and develop relationships with internal and external partners, strong problem resolution and troubleshooting skills and an ability to provide First Call Resolution to clients.

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What You'll Do

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n- Handling incoming client calls and client queries via web portal and emails, provide client resolution or identifying and setting client expectation for follow-up during the initial client calls. n- Accountable for analyzing, tracking, and communicating updates and resolution to clients in a timely manner and within the query management expectations. n- Prioritize and follow escalation procedure on critical service disruption issue and maintain accurate case management information and categorization. n- Pro-actively monitor and provide timely response to clients by coordinate and collaborating with various internal teams: product management, relationship management, technology, application development and Business management teams. n- Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach. n- Participate proactively in team meetings, identify, and suggest process improvements that increase organizational efficiency and maximizes client experience. Identify training needs and facilitate training delivery. n- Maintain an unrelenting focus on meeting the needs/requests of our clients, including responding to client inquiries timely and accurately (in line with departmental benchmarks/metrics), and in resolving, and/or escalating problems promptly n- Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles. n- Participant actively in Major Incident Management representing Client Service team, identify client impact issue and provide resolution/ recommendations n- Lead project implementation and support internal functional testing for new releases impacting clients n- Adhered Client Support procedure and identify process and procedural gaps and update where necessary. n- Aligns risk and control processes into day-to-day responsibilities to monitor and mitigate risk; escalates appropriately n

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Sound Like You?

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n- Minimum of 2 years of related experience n- Bachelor's degree preferred or equivalent experience n

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Additional Qualifications 

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n- Superior communication, interpersonal, and listening skills. Excellent communication (verbal and written) in English. (some positions may require a particular language as per the client base supported) n- Excellent troubleshooting skills. n- Customer Service skills n- Ability to create accurate documentation with an attention to detail. n- Excellent decision-making skills, especially in a high-volume environment requiring quick resolution. n

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Who We Are:

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DTCC is the heart of the post-trade market infrastructure for the global financial services industry. From 21 locations all over the world, DTCC, through its subsidiaries, automates, centralizes and standardizes the processing of financial transactions, mitigating risk, increasing transparency and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. In 2020, DTCC’s subsidiaries processed securities transactions valued at more than U.S. $2.3 quadrillion.

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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.