client support senior AnalystDTCC

Job Description:
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 be supported and surrounded by other professionals as you learn new skills, advance your career, and see the impact of your efforts every day.
Pay and Benefits:
Competitive compensation, including base pay and annual incentive
Comprehensive health and life insurance and well-being benefits, based on location
Retirement benefits
Paid Time Off and other leave of absence
About this Opportunity
This is a client support 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.
What You'll Do
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 calls.
Accountable for analyzing, tracking, and communicating updates and resolution to clients in a timely manner and within the query management expectations.
Prioritize and follow escalation 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 maximizes client experience. Identify training needs and facilitate training delivery.
Maintain an unrelenting focus on meeting the needs/requests of our clients, including responding to client inquiries timely and accurately (in line with departmental benchmarks/metrics), and in resolving, and/or escalating problems promptly
Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles.
Participant actively in Major Incident Management representing Client Service team, identify client impact issue and provide resolution/ recommendations
Lead project implementation and support internal functional testing for new releases impacting clients
Adhered Client Support procedure and identify process and procedural gaps and update where necessary.
Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately
Sound Like You?
Minimum of 3 years of related experience
Bachelor's or Associate's degree preferred
Additional Qualifications
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.
Who We Are:
DTCC is the heart of the post-trade market infrastructure for the global financial services industry. From 21 locations all over the world, DTCC, through its subsidiaries, automates, centralizes and standardizes the processing of financial transactions, mitigating risk, increasing transparency and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. In 2020, DTCC's subsidiaries processed securities transactions valued at more than U.S. $2.3 quadrillion.
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.
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.
DTCC proudly supports Flexible Work Arrangements favoring 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.
DTCC

Manila City, Metro Manila
Permanent
Full-time