Client Support Specialist - Hybrid, First-Call Resolution

The Depository Trust & Clearing Corporation (DTCC); Tampa (FL); Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Retirement benefits

Paid time off

Hybrid work model

Job summary

The Depository Trust & Clearing Corporation (DTCC) in Tampa offers a client support role focused on analyzing client inquiries via phone, email, and web portal. You will provide functional expertise, coordinate actions with cross-functional teams, and strive for First Call Resolution.

Ideal candidates have 2+ years in client support, strong communication and troubleshooting skills, and a Bachelor's degree or equivalent experience.

Qualifications

• Minimum of 2 years of related experience
• Bachelor's degree preferred or equivalent experience
• Superior communication, interpersonal, and listening skills

Responsibilities

• Handle incoming client calls and queries via web portal and emails, providing client resolution or setting client expectations for follow-up during initial contact
• Analyze, track, and communicate updates and resolution to clients in a timely manner
• Prioritize and follow customer concern procedure on critical service disruption issues
• Coordinate with internal teams (product, relationship management, technology, app development, business management) for timely responses
• Distribute client notifications regarding system downtimes or service disruptions with appropriate approvals
• Identify process improvements and contribute to knowledge base updates (KCS)
• Participate in Major Incident Management and lead project implementation and testing for releases impacting clients
• Ensure adherence to Client Support procedures and mitigate risk
• Align risk and control processes with day-to-day responsibilities and escalate as needed

Skills

Client support

Communication

Troubleshooting

Customer service

Documentation

Education

Bachelor's degree preferred

Job description

The Depository Trust & Clearing Corporation (DTCC) in Tampa offers a client support role focused on analyzing client inquiries via phone, email, and web portal. You will provide functional expertise, coordinate actions with cross-functional teams, and strive for First Call Resolution.

Ideal candidates have 2+ years in client support, strong communication and troubleshooting skills, and a Bachelor's degree or equivalent experience.