Hybrid Senior Client Support Specialist

DTCC; Coppell (TX); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Health and life insurance

Pension / Retirement benefits

Paid Time Off and family care

Hybrid onsite 3 days / remote 2 days

Job summary

DTCC in the United States is seeking a Client Support professional to analyze and resolve client queries via phone, email, and web portal, delivering first-call resolution and a superior client experience.

You will collaborate with Product, Technology, and Onboarding teams in a hybrid work model, participate in incident management, and help maintain knowledge articles while focusing on customer outcomes.

Qualifications

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

Responsibilities

• Handle incoming client calls and queries via portal and email, provide client resolution or setting follow-up expectations.
• Analyze, track, and communicate updates and resolution to clients in a timely manner.
• Prioritize and follow escalation procedure on critical service disruption issues; maintain accurate case info.
• Coordinate with internal teams: product management, relationship management, technology, and operations.
• Distribute client notifications about system downtimes or disruptions with approvals.
• Identify process improvements and training needs; contribute to knowledge base.
• Participate in Major Incident Management representing Client Service; provide resolutions.
• Lead project implementation and support internal testing for new releases affecting clients.

Skills

Communication skills

Interpersonal skills

Customer service

Decision making

Global collaboration

Education

Bachelor's degree or equivalent experience

Job description

DTCC in the United States is seeking a Client Support professional to analyze and resolve client queries via phone, email, and web portal, delivering first-call resolution and a superior client experience.

You will collaborate with Product, Technology, and Onboarding teams in a hybrid work model, participate in incident management, and help maintain knowledge articles while focusing on customer outcomes.