Hybrid Client Support Specialist: First-Call Resolution

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

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