Client Support Specialist

3 days ago

Tampa, Florida, United States Dtcc Full time
About the Role

We are seeking a highly skilled Client Support Specialist to join our Enterprise Services team at DTCC. As a Client Support Specialist, you will be responsible for providing exceptional support to our clients across various business lines.

Key Responsibilities
  • Handle incoming client calls, emails, and web portal queries, providing timely and effective resolutions or escalating issues as needed.
  • Analyze, track, and communicate updates and resolutions to clients in a timely manner, adhering to query management expectations.
  • Prioritize and follow escalation procedures for critical service disruption issues, maintaining accurate case management information and categorization.
  • Proactively monitor and respond to clients by coordinating with various internal teams, including 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 in team meetings, identify process improvements, and suggest enhancements to increase organizational efficiency and improve client experience.
  • Develop and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles.
  • Become a Subject Matter Expert of the DTCC Platform, acting as the voice of the client, and sharing standard methodologies with multi-functional teams.
  • Provide mentorship and coaching to teams, fostering teamwork, constructive feedback, and accountability.
  • Take an active role in Major Incident Management, representing the Client Service team, and identify client impact issues and provide resolutions/recommendations.
  • Take an active role in leading business projects, implementing process improvements, and ad-hoc initiatives.
Requirements
  • Minimum of 4 years of related experience.
  • Bachelor's degree preferred or equivalent experience.
About Us

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.

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 giving people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork.

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