Client Support Associate

DTCC; Tampa (FL); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive pay

Health & life insurance

Pension

Paid time off

Job summary

DTCC is seeking a Client Support Specialist in a hybrid role (onsite 3 days, 2 days remote) to handle client inquiries via calls, email, and web portal. You will provide functional expertise, escalate when needed, and coordinate actions with Product, Technology, and Risk teams.

The ideal candidate has at least 2 years of related experience and a preferred Bachelor's degree. Strong communication, troubleshooting, and documentation skills are essential to improve client satisfaction and resolution

Qualifications

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

Responsibilities

• Handle incoming client calls and queries via web portal and emails, providing client resolution or setting expectations for follow-up.
• Analyze, track, and communicate updates and resolution to clients in a timely manner within query management expectations.
• Prioritize and follow customer concern procedures on critical service disruption issues and maintain accurate case management information.
• Pro-actively supervise and coordinate with internal teams to address client needs and issues.
• Coordinate and distribute client notifications regarding system downtimes or service disruptions with management approval.
• Participate in team meetings and suggest process improvements to increase efficiency and client experience.
• Maintain focus on meeting client needs and respond to inquiries timely and accurately to resolve issues.
• Engage with Knowledge Centered Service (KCS) to create/modify knowledge articles.
• Participate in Major Incident Management representing Client Service, identifying impact and providing resolutions.

Skills

Communication skills

Troubleshooting

Customer service

Documentation

Decision making

Education

Bachelor's degree preferred or equivalent experience

Job description

JOB DESCRIPTION

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• 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 unique to each team or employee).

The impact you will have in this role

Being a member of the Client Support team, a client support role focused on analyzing incoming client queries via phone, email, and web portal, providing functional expertise and advice to clients, act as first level of escalation and coordinate vital actions with other teams such as Product, Technology, Project and Release management, Risk management, Legal and Compliance, Onboarding and the User Acceptance Testing team.

The client support team will be providing support to DTCC clients across different business lines. Expectations include an ability to establish rapport and develop relations with internal and external partners, strong problem resolution and troubleshooting skills and 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 customer concern procedure on critical service disruption issue and maintain accurate case management information and categorization.
• Pro-actively supervise 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 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 improves client experience. Identify training needs and facilitate training delivery.
• Maintain a steadfast 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 bringing up 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 vital.
• Aligns risk and control processes into day to day responsibilities to supervise and mitigate risk; escalates appropriately by following established procedures, spotting key errors and demonstrating strong ethical behavior.

Qualifications

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

Talent Needed for Success: -

• Superior communication, interpersonal, and listening skills. Superb communication (verbal and written).
• Excellent troubleshooting skills.
• Customer Service skills
• Ability to create accurate documentation with an attention to detail.
• Excellent decision-making skills, especially in a high-volume environment requiring quick

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.