Client Support Senior Analyst (1pm-9pm Shift)




Wrexham, United Kingdom


Position summary

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

Pay and Benefits:

  • Salary range £24000-£26000 per annum with bonus

  • Comprehensive health and life insurance and well-being benefits, based on location

  • Pension

  • Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

  • DTCC offers a flexible/hybrid model 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:

Being a member of the Client Support team, the Client Support Senior Analyst will be focused on analyzing incoming client queries via phone, email, and web portal, providing functional expertise and advice to clients, acting as first level of escalation, and coordinating 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. In addition, the Client Support Senior Analyst will provide support to DTCC clients across different business lines and be expected to build rapport and develop relationships with internal and external partners, poses strong problem resolution and troubleshooting skills, and have an ability to provide First Call Resolution to clients.

Your Primary Responsibilities:

  • 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.

  • Accountable for analyzing, tracking, and communicating updates and resolution to clients in a timely manner and within the query management expectations.

  • Prioritize and follow escalation procedure on critical service disruption issue and maintain accurate case management information and categorization.

  • Pro-actively monitor and provide timely response to clients by coordinating and collaborating with various internal teams: product management, relationship management, technology, application development and Business management teams.

  • Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.

****NOTE: The Primary Responsibilities of this role are not limited to the details above. ****


  • Bachelor's degree preferred or equivalent experience

Talents Needed For Success:

  • Minimum of 2 years of related experience preferred but not essential

  • 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)

  • Excellent troubleshooting skills.

  • Customer Service skills

  • Ability to create accurate documentation with an attention to detail.

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

Note this role comes with an attractive shift allowance of £3500 per annum

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.

Why you should apply for a job to DTCC:

  • Ranked as one of the Best Companies for Women in 2022

  • 5/5 in overall job satisfaction

  • 4.9/5 in supportive management

  • 95% say women are treated fairly and equally to men

  • 98% would recommend this company to other women

  • 100% say the CEO supports gender diversity

  • Ratings are based on anonymous reviews by Fairygodboss members.
  • 100% rating on the Corporate Equality Index and was recognized as one of the Best Places to Work for LGBTQ Equality.

  • Flexible + Hybrid work options available

  • Corporate Social Responsibility initiative focuses on charitable giving and volunteerism.