Client Support Senior Analyst

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 Support team, this role 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 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. The client support team will be providing support to DTCC clients across different business lines. Expectations include an ability to build 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.

Your Primary 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 on as needed basis
• Maintain centralized repository of standard responses, including periodic review and refresh of information from content owners
• Escalate outstanding client inquires 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
• As applicable, 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 an attention to detail.
• Excellent decision-making skills, especially in a high-volume environment requiring quick resolution.