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 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 Chief Client Office team, the Client Support Senior Specialist role focused on analyzing incoming client queries via phone, email, and web portal, providing functional expertise and pro-actively provide effective resolution to both clients and internal partner. The role plays a key partnership with Product, Business and Technology in delivering and implementing client and internal projects. Po-actively coordinate necessary actions in a timely manner with other teams such as Product, Technology, Project and Release management, Risk management, Legal and Compliance, Onboarding / integration, and the User Acceptance Testing team to ensure end to end excellent client experiences.
Your Primary Responsibilities :
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 call. Accountable for analyzing, tracking, and communicating updates and resolution to clients in a timely manner and within the query management expectations. Prioritize and follow partner concern procedure on critical service disruption issue and maintain accurate case management information and categorization. Pro-actively monitor 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 inform 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. Ability to handles both internal and client raised issue, identify and provide effective resolution to complex technical issue and delivery excellent client experiences through the end-to-end case management. Actively create, develop, and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles. Become Domain Expert of the DTCC Platform and act as the voice of the client, sharing standard process with multi-functional teams and pro-actively engaged with internal partners in improving client experience. Take on active role in Major Incident Management representing Client Service team, identify client impact issue and provide resolution/ recommendations Take an active role in leading business project, implementation of process improvement and ad-hoc client experience initiatives Lead and act as partner concern support for the team, provide guidance on case management and deicide prioritization with internal partners in timely manner. Pro-actively share standard process to global teams, identify knowledge and training needs and support training facilitation. Provide value service to DTCC Clients, organize and engaging client meeting to enhance client experience with DTCC Services. Adhered Client Support procedure and identify process and procedural gaps and update where necessary. Contributes to internal and regulatory audits and management control testing, identify, and mitigate risk and control, and consistency to incidents management process. Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; calls out appropriately.
**NOTE: The Primary Responsibilities of this role are not limited to the details above. **
Talents Needed for Success:
Minimum of 2 years of related experience Superb communication (verbal and written) in English. Good interpersonal and listening skills Experienced in Customer services and problem-solving skills. Excellent decision-making skills, especially in a high-volume environment requiring quick resolution. Excellent troubleshooting skills. Ability to create accurate documentation with an attention to detail.