Client Support Senior Analyst

3 days ago

Makati City, National Capital Region, Philippines The Depository Trust & Clearing Corporation (DTCC) Full time
Client Support Senior Analyst (APAC/EMEA/US Schedule)

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
  • Paid Time Off and other leave of absence
  • 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, this role is focused on analyzing incoming client queries via phone, email, and web portal, providing functional expertise and advice to clients, acting as the first level of escalation, and coordinating 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 relationships 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

  • Handle incoming client calls and queries via web portal and emails, providing client resolution or identifying and setting client expectations for follow-up during the initial client calls.
  • Accountable for analyzing, tracking, and communicating updates and resolutions to clients in a timely manner and within the query management expectations.
  • Prioritize and follow customer concern procedures on critical service disruption issues and maintain accurate case management information and categorization.
  • Proactively supervise and provide timely responses 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 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 improve 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 resolving, and/or bringing up problems promptly.
  • Actively engage and improve the knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles.
  • Participate actively in Major Incident Management representing the Client Service team, identifying client impact issues and providing resolution/recommendations.
  • Lead project implementation and support internal functional testing for new releases impacting clients.
  • Adhere to Client Support procedures and identify process and procedural gaps and update where vital.
  • Align risk and control processes into day-to-day responsibilities to supervise and mitigate risk; escalate 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)
  • Ability to create accurate documentation with attention to detail.
  • Excellent decision-making skills, especially in a high-volume environment requiring quick resolution.
  • Willing to work on either of the shifts available (APAC/EMEA/US)

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.

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