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Client Connectivity Services Specialist

2 weeks ago

Manila, National Capital Region, Philippines DTCC Candidate Experience Site Full time $80,000 - $120,000 per year

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 are 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:

  • 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 Connectivity Services team, the Client Connectivity Services Specialist is responsible for connecting clients to DTCC to automate the data transfer process via a defined list of transfer protocols and network options, configure data delivery for the selected DTCC products and ensuring data is delivered in full accurately and timely. You will execute routine and complex tasks and will be expected to deliver excellent client experience throughout the client lifecycle.

Your Primary Responsibilities:

  • Gathers and validates required data obtained from clients to establish connection to DTCC's network and supports any lifecycle changes
  • Works with internal teams to implement relevant network and authentication configurations
  • Performs data delivery configurations with strict adherence to procedures
  • Navigates internal stakeholders to resolve client queries with little or no supervision
  • Manages client expectations in accordance with defined turnaround times
  • Monitors and tracks all client queries received using client case management tools, adheres to salesforce case management requirements
  • Supports client queries via email and phone
  • Supports dedicated line migration efforts across different protocols and business lines
  • Troubleshoots internal alerts and resolves issues accordingly
  • Accurately documents work performed utilizing the Knowledge Centered Service methodology
  • Provides support over weekends and public holidays as required
  • Assists managers in building training materials and conducting training sessions
  • Assists more junior team members in resolving client issues
  • Minimizes risk by following established policies and procedures, escalating issues, and supporting positive relationships with key internal/external clients and partners
  • Assists managers in ensuring that Standard Operating Procedures are complete and up to date
  • Drives department projects. Helps organize personal and team capacity and works to meet department/squad objectives & goals
  • Contributes to the development of new strategies
  • Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately

Qualifications:

  • Minimum of 4 years of related experience
  • Bachelor's degree preferred or equivalent experience

Talents Needed for Success:

  • Excellent communication skills (oral and written) and customer service skills.
  • Strong analytical and problem-solving skills.
  • Well organized, ability to prioritize, meet deadlines, identify process risks and "red flags"
  • Broad knowledge of transfer protocols including FTP/S, SFTP, IBM MQ Messaging, Connect: Direct – Network Data Mover (NDM) and computing systems including Linux/Unix and IBM Mainframe
  • Good understanding of IT networking