client service Associate-us shiftDTCC

Job Description:
Internal Short Description
This is a client support role focused on analyzing incoming client queries mainly to our production environment, 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 User Acceptance Testing team. Collaboration with peers and teams across the globe provides opportunity to work within a diverse cultural environment. The role involves, but is not limited to, client queries and responsibilities for Report Hub Plus production and billing functions.
Internal Description
Position Title: Client Service Associate
Are you ready to explore a world of possibilities?
Join our DTCC family, and you'll grow your expertise and become the best version of you. As you embark on a new journey, you'll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.
Why You Love This Job:
This is a client support role focused on analyzing incoming client queries mainly to our production environment, 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 User Acceptance Testing team. Collaboration with peers and teams across the globe provides opportunity to work within a diverse cultural environment. The role involves, but is not limited to, client queries and responsibilities for Report Hub Plus production and billing functions. The queries vary from submission reporting and exception management, report content and accuracy, exception management and reconciliation, system functionality implemented or being implemented in response to Trade Repository, in line with regulatory requirements.
Your Responsibilities:
Handling incoming client queries and calls through production support hotline or through queue management activities in Salesforce.
Accountable for analyzing, tracking and communicating updates and resolution to clients in a timely manner and within the query management expectations. Ensure and maintain accurate case management information and categorization.
Coordinate and provide appropriate response to clients by interacting with various internal teams: product management, relationship management, technology and development 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 maximizes client experience. Identify training needs and facilitate training delivery.
Will be tasked to do decision-making when necessary, coordinate to immediate supervisor and serve as the primary point of contact.
Talents Needed For Success:
Minimum of 5 years of Banking / Financial Operations experience
Bachelor's degree preferred or equivalent experience
Excellent communication skills (oral and written) and customer service skills.
Strong analytical and problem-solving skills.
Derivatives and Securities background and/or analytical experience, plus previous experience in a client-service role beneficial
Good computer and MS Office skills especially work in Excel
Knowledge Transfer/Process Migration experience is a plus
Well organized, ability to prioritize, meet deadlines, identify process risks and red flags.
Financial service experience in operations, middle office, reporting or product management preferable.
Proven experience in quality control governance
Demonstrated success with resolving problems and issues
A flexible, persistent approach to supporting business stakeholders
Creative ability to develop value-added solutions to address business needs
About Us: About DTCC
DTCC safeguards the financial markets and helps them run efficiently, in times of prosperity and crisis. We are uniquely positioned at the center of global trading activity, processing over 100 million financial transactions every day, pioneering industry-wide, post-trade solutions and maintaining multiple data and operating centers worldwide. From where we stand, we can anticipate the industry's needs and we're working to continually improve the world's most resilient, secure and efficient market infrastructure. Our employees are driven to deliver innovative technologies that improve efficiency, lower cost and bring stability and certainty to the post-trade lifecycle.
Our work environment favors openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you'll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It's the chance to make a difference at a company that's truly one of a kind.
About the Team:
The Chief Client Office (CCO) is focused on providing a consistent Client Experience across all business lines and geographies, enabling enhanced Client Satisfaction, Revenue Growth and Business Line Success. The CCO function includes Sales, Partners, Relationship Management, Integration, Marketing & Communications and Sales Analytics & Operations.
The Derivatives Services Client Support Team looks after client queries for two platforms -TIW (Trade Information warehouse) and GTR (Global Trade Repository).
TIW provides payment calculation, settlement, post trade event processing and public reporting for Credit Default Swaps. GTR is a trade repository providing industry solution for Over The Counter (OTC) Derivatives and Exchange Traded Derivatives (ETD). GTR supports all asset classes - Rates, Credit, Foreign Exchange, Equity and Commodities reporting as well as Collateral and Valuation reporting. The GTR spans three continents, enabling users to meet their regulatory reporting obligations across the globe, in an open, cost effective and efficient manner via a single platform. It is essential for managing systemic risk and providing regulators with unprecedented transparency into the market.
DTCC

Philippines
Permanent
Full-time