Client Support Specialist

1 day ago

Tampa, Florida, United States Dtcc Full time
Job Title: Client Support Specialist

About the Role:

As a Client Support Specialist at DTCC, you will play a critical role in providing exceptional support to our clients. You will be responsible for analyzing and resolving client queries, providing functional expertise, and proactively resolving issues to ensure a seamless client experience.

Key Responsibilities:

* Handle incoming client calls and queries via web portal and emails, providing client resolution or identifying and setting client expectation for follow-up during the initial client call.
* 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.
* Proactively 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 advise of system downtimes, service disruptions, or proactive client outreach.
* Participate proactively in team meetings, identify, and suggest process improvements that increase organizational efficiency and improve client experience. Identify training needs and facilitate training delivery.
* Handle both internal and client-raised issues, identify, and provide effective resolution to complex technical issues and deliver excellent client experiences through the end-to-end case management.
* Actively create, develop, and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles.
* Become Subject Matter Expert of the DTCC Platform and act as the voice of the client, sharing standard methodology with multi-functional teams and proactively engaged with internal partners in improving client experience.
* Take an active role in Major Incident Management representing Client Service team, identify client impact issue, and provide resolution/recommendations.
* Take an active role in leading business project, implementation of process improvement, and ad-hoc client experience initiatives.
* Lead and act as escalation support for the team, provide guidance on case management, and decide prioritization with internal partners in a timely manner.
* Proactively share standard methodology to global teams, identify knowledge and training needs, and support training facilitation.
* Provide value-added service to DTCC Clients, organize, and engaging client meeting to enhance client experience with DTCC Services.
* Adhered Client Support procedure and identify process and procedural gaps and update where necessary.
* Contribute to internal and regulatory audits and management control testing, identify, and mitigate risk and control, and alignment to incident management process.
* Aligns risk and control processes into day-to-day responsibilities to monitor and mitigate risk; raises appropriately.

Requirements:

* Minimum of 6 years of related experience
* Bachelor's degree preferred or equivalent experience

Talents Needed for Success:

* Superb communication (verbal and written) in English
* Good interpersonal and listening skills
* Experienced in Customer services and problem-solving skills
* Excellent decision-making skills, especially in a high-volume environment requiring quick resolution
* Deep technical skills with the ability to embrace new technology and leverage CRM tools (e.g., Salesforce)

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. 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.

About the Team:

Enterprise Services comprises multiple business platforms, including Client Services, Global Business Operations, Business Architecture, Data Strategy and Analytics, and Digital Services, which report into the Chief of Enterprise Services. These grouped platforms enable the business to optimize delivery for clients, generate efficiencies and resilience, and enable consistency in the business digitization strategy, processes, and end-to-end best practices.

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