The Impact you will have in this role
Being a member of the Client Support team, you will analyze incoming client queries via phone, email, and web portal, providing functional expertise and guidance to clients. You will serve as a first level of escalation and collaborate with teams across Product, Technology, Project and Release Management, Risk Management, Legal and Compliance, Onboarding, and User Acceptance Testing to drive timely resolution of client needs. You will build strong relationships with internal and external partners, troubleshoot client issues, and focus on delivering First Call Resolution and an excellent client experience.
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
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.
Strong interpersonal and listening skills, ability to work in global setting.
Experienced in Customer Service Skills and relationship management
Excellent decision-making skills, especially in a high-volume environment requiring tactical and long-term solution.
The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. 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.
