Client Support Senior Analyst

2 weeks ago

Manila, National Capital Region, Philippines Depository Trust & Clearing Corporation Full time

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 strive 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:

  • Competitive compensation, including base pay and annual incentive
  • Comprehensive health and life insurance and well-being benefits, based on location
  • Pension / Retirement benefits
  • 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 unique to each team or employee).

The impact you will have in this role:

Being a member of the Client Support team, this role is 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 vital 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 establish rapport and develop relations with internal and external partners, strong problem resolution and troubleshooting skills and an ability to provide First Call Resolution to clients.

What You'll Do

  • 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 customer concern procedure on critical service disruption issue and maintain accurate case management information and categorization.
  • Pro-actively supervise 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.
  • Coordinate and distribute client notifications with relevant business and management approval to advise of system downtimes, service disruptions or proactive client outreach.
  • Participate proactively in team meetings, identify, and suggest process improvements that increase organizational efficiency and improves client experience. Identify training needs and facilitate training delivery.
  • Maintain a steadfast 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 bringing up problems promptly
  • Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles.
  • Participant actively in Major Incident Management representing Client Service team, identify client impact issue and provide resolution/ recommendations
  • Lead project implementation and support internal functional testing for new releases impacting clients
  • Adhered Client Support procedure and identify process and procedural gaps and update where vital.
  • Aligns risk and control processes into day to day responsibilities to supervise and mitigate risk; escalates appropriately

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

Sounds Like You?

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

Talents Needed for Success:

  • Superior communication, interpersonal, and listening skills. Superb 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.
  • Excellent decision-making skills, especially in a high-volume environment requiring quick resolution.

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