Job Description:

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.

Role Overview

As a member of DTCC Client Services, you will play a critical role in analyzing incoming client queries, providing functional expertise and advice to clients, and coordinating necessary actions with other teams such as Product, Technology, Project and Release management, Risk management, Legal and Compliance, Onboarding and User Acceptance Testing team.

Primary Responsibilities

• Handling incoming client queries and calls through production and billing client 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.

Talents Needed For Success

• Minimum 3 years of related experience.
• Bachelor's degree or equivalent experience.

Additional Qualifications

• Excellent communication skills (oral and written) and customer service skills.
• Strong analytical and problem-solving skills.
• Derivatives background and/or analytical experience, plus previous experience in a client-service role beneficial.
• Good computer and MS Office skills especially work in Excel.
• Well organized, ability to prioritize, meet deadlines, identify process risks and red flags.

Join our team at DTCC and contribute to shaping the future of the financial services industry.