Client Support Senior Analyst

3 weeks ago

Metro Manila Philippines The Depository Trust & Clearing Corporation (DTCC) Full time

Overview Client Support Senior Analyst (6AM to 3PM Shift) – Join to apply for the role at The Depository Trust & Clearing Corporation (DTCC). Responsibilities Support the completion of client inquiries and requests for information by serving as the primary point of contact for clients; in-scope requests include technology risk assessments, security standards review, etc. Review incoming client due diligence requests and assess subject matter requirements to accurately coordinate internal stakeholder discussions for information gathering Work closely with internal DTCC business units and control groups (e.g., Relationship Management, Sales, Compliance, Privacy, Technology Risk, Financial Risk, Cyber Security, etc.) to complete client requests and assessments Demonstrate project management skills while adhering to internal control standards and Service Level Agreements Compile reports using key metrics from multiple sources for use by internal stakeholders, senior leadership, and auditors/regulators and communicate this information to relevant parties as applicable Track ongoing cases utilizing case management platform; follow and maintain case management procedures and knowledge articles as needed Maintain centralized repository of standard responses, including periodic review and refresh of information from content owners Escalate outstanding client inquiries to internal stakeholders and relevant team members Handle direct incoming client emails, web inquiries, etc. to answer client questions and/or troubleshoot complex situations Be able to work independently and across cross-functional teams to resolve client issues in a prompt and professional manner Identify process improvement opportunities to continually enhance the existing inquiry intake, response coordination, and case resolution processes Qualifications Minimum of 2 years of related experience Bachelor's degree preferred or equivalent experience Talents Needed For Success 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 attention to detail Excellent decision-making skills, especially in a high-volume environment requiring quick resolution 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) Location Metro Manila #J-18808-Ljbffr

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