Client Support Senior Analyst (11am-7pm CST)

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.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension
• 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 of your choosing)
  

The impact you will have in this role :

Being a member of the Client Support team, the Client Support Senior Analyst will be focused on analyzing incoming client queries via phone, email, and web portal, providing functional expertise and advice to clients, acting as first level of escalation, and coordinating 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. In addition, the Client Support Senior Analyst will provide support to DTCC clients across different business lines and be expected to build rapport and develop relationships with internal and external partners, poses strong problem resolution and troubleshooting skills, and have an ability to provide First Call Resolution to clients.

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 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 coordinating 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

**NOTE: The Primary Responsibilities of this role are not limited to the details above. **

Qualifications:

• Minimum 2 years of related experience
• Bachelor's degree (preferred) or equivalent experience
  

Talents Needed For Success:

• Excellent troubleshooting skills
• Customer Service skills
• Ability to create accurate documentation with an attention to detail
  

We offer top class training and development for you to be an asset in our organization!

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.